Support Technician
Thank you for your interest in this opportunity.
Support Technician
Provide tier 1 Managed Services support by answering incoming calls, troubleshooting hardware and software problems, providing information, and answering questions to support our clients. Configure and support Local Area Networks (LANs) and Wide Area Networks (WANs), networking, and software applications.
Compensation package:
- 1099 contract
About Us
Cervisys is a managed services provider that focuses on small business technical services and support to all industries. We help grow businesses by expanding their technology and communications capabilities, both internally and externally.
Our focus is on our clients–as they grow, we grow too. As a Cervisys employee, you’ll be planting the seeds for technical innovation, nourishing development, and maintaining connections. For nearly 20 years, Cervisys has worked to extend its reach to clients all over North Florida.
Essential Duties and Responsibilities:
- Ability to work in a call center environment, answer incoming help desk calls from ACD, and support clients via phone and remote access.
- Promptly and accurately input call tickets into our call tracking system.
- Monitor call tracking system and work tickets as they come in by email or phone.
- Configure and support LANs, WANs, VPNs, data, and networking.
- Maintain a high level of productivity. Key performance indicators include measuring the incoming call-to-ticket count ratio, time spent on the phones, and time spent off the phones when working on software training or special projects.
- Have a positive attitude towards the company and work collaboratively within the department.
- Be prompt to work and willing to come in early or stay late if the call volume or workload warrants it.
- Serve as a technical resource for users, providing technical information and assistance by phone.
- Update the Knowledge Base (KB) with articles and information that will assist with support calls and resolving client issues in the future.
- Assist with analyzing software and hardware problems/needs and provide feedback to engineers.
Additional Duties and Responsibilities:
- On-call weekend rotation and after-hours Managed Services support
- Responsible for reading documentation as well as keeping up to date with patches and changes to software/hardware technology
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Required:
- Equivalent to a two-year college degree or completion of a specialized course of study at a business or trade school.
- One to three years of similar or related professional experience.
- Must be able to install, troubleshoot and support personal computers and be familiar with processing concepts and terminology.
- The ability to solve problems using logic, deductive reasoning, and isolation techniques.
- Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization, generally regarding routine matters for the purposes of giving or obtaining information that may require some discussion.
Preferred Skills and Experience:
- Principles of basic operation and installation of LANs, WANs, TCP/IP telecommunication systems, and related software.
- Network performance tuning, software maintenance, and preventative maintenance techniques.
- Network performance tuning experience is a plus.
Cervisys is an Equal Employment Opportunity company. This job description provides you with details pertaining to the position but is not a complete statement of duties and responsibilities. Other duties can be assigned or required.
Our Commitment to Diversity & Inclusion
We are not intent on being the largest company; but rather, the best. These are the words we live by. This means we welcome all the best talent – regardless of gender, race, ethnicity, sexual orientation, disability, religion, and age.
Being open to all cultural backgrounds, life experiences, thoughts and ideas not only strengthens company culture but also encourages different-in-kind thinking and promotes economic success.