Ground Control Support Technician

Envisionsuccess; Pawtucket (RI); On-site; USD 45,000 - 60,000; Full time

Job summary

A technology success partner in Pawtucket, Rhode Island, is seeking an individual who excels in customer service and technical support. The successful candidate will address clients' issues and provide solutions, ensuring high-quality service. Essential skills include strong troubleshooting abilities and experience in help desk roles. Preference is given to candidates with knowledge of various operating systems and networking technologies. The role offers a collaborative work environment aimed at fostering innovation and client satisfaction.

Qualifications

• 2+ years providing help desk or hands-on technical support.
• Experience with registry cleaners, virus and spyware removal.
• Ability to show examples of good customer service.

Responsibilities

• Provide exceptional customer service.
• Serve as an administrator for technologies.
• Communicate potential ticket resolutions to clients.

Skills

Excellent communication skills

Customer service skills

Troubleshooting skills

Tools

Sonicwall

MS server operating systems

Mac OS

iOS

Android

Virtualization

Backup applications (Symantec, Mozy, Veeam)

Job description

Envision Technology Advisors, LLC is a team of dedicated, innovative professionals with a wealth of experience and skills. With a global client base and diverse set of services, we're delivering so much more than any "MSP" or "Consultancy" could ever offer. We are leaders, and are a model for what the IT Industry is only just now beginning to recognize as a "Technology Success Partner" (TSP). Our singular goal is to collaborate with our clients to help them become Future Ready: Resilient, Agile, and Competitive. With innovation at the core of all we do, we've assembled talent from around the globe to deliver on our vision for what the modern workplace can be.

About the role

Ground Control is where curiosity, calm, and problem-solving collide. You'll be on the front lines answering questions, untangling issues, and making sure our clients and teammates feel supported, informed, and taken care of. Balancing responsiveness with thoughtfulness, and bringing clarity to moments of confusion, you'll play a key role in delivering the high-touch, trust driven experience Envision is known for.

What you'll do

• Provide exceptional customer service.
• Be an effective communicator and enjoy working with people.
• Serve as an administrator for Envision Technology Advisors’ Ground Control suite of technologies.
• Deploy and support a mix of the above technologies for our clients.
• Interface with Engineering to escalate issues as needed.
• Participate in technical sessions with clients to discover requirements and develop solutions.
• Communicate potential ticket resolutions to clients and steer them appropriately to ensure they make the best decision possible.
• Occasionally serve as engineering resource on implementation projects.
• Mentor and develop new team members as they come onboard.
• Maintain technical certifications as required.
• Provide technical training and prepare network documentation for customers as needed.

Qualifications

• You must be an excellent communicator and have unparalleled customer service skills.
• Have strong troubleshooting skills including a clear process for root cause analysis.
• 2+ years providing help desk or hands-on technical support.
• 2+ years’ experience with registry cleaners, virus and spyware removal, email troubleshooting, printing troubleshooting, patching, and other common PC issue resolutions.
• Must be able to show examples / demonstrate that you genuinely understand the nature of good customer service

Desired Technical and Work Experience

• Experience with Sonicwall or other similar Firewalls.
• Experience with MS server operating systems.
• Experience with Mac OS, iOS, and Android.
• Experience with Virtualization.
• Experience with common backup applications (Symantec, Mozy, Veeam).