Hybrid IT Support Technician, Client Services

IT Solutions; Alton (IL); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical & prescription plans

Dental & Vision

Paid Holidays

401K/401K Roth with Safe Harbor

Job summary

IT Solutions in Alton, IL is seeking a Senior Technician, Client Services to support one or multiple clients with inbound and escalated inquiries for their products and services.

The ideal candidate is a relentless problem solver who can manage the stress of client-down situations, learn new technologies quickly, and provide excellent customer service. Travel to client offices as needed; some days may be onsite at IT Solutions or remote from home.

Qualifications

• Bachelor's Degree or equivalent in related field.
• 3 years in a helpdesk role, triaging issues and incidents.
• 2+ years’ work as a Network Administrator configuring and troubleshooting network, data center and security technologies.
• Experience with Windows desktop and Windows Server (2012–Current).
• Experience with Office 365 Exchange Online and Microsoft Exchange 2013–Current.
• Experience with firewalls/remote access VPNs: Cisco AnyConnect, Meraki, Sonicwall, Fortinet, etc.
• Experience with a ticketing system (ConnectWise Manage).
• Experience supporting virtual desktop environments (Multi-Server RDS).

Responsibilities

• Manage service tickets in personal and team queue within agreed timeframes.
• Provide superior service to customers with limited supervision.
• Provide remote hardware/software support and maintain logs throughout triage.
• Manage network, data center, security, and voice technologies.
• Analyze logs and perform routing incident analysis at all levels.
• Use monitoring tools to investigate issues and respond to events.
• Collaborate with vendors and other technician groups to drive incident resolution.
• Work with client coordinators to assign tickets and produce detailed service reports.
• Travel onsite to client offices; some days may be onsite at IT Solutions or remote from home.

Skills

Communication

Time management

Problem solving

Detail oriented

Organizational skills

Education

Bachelor's degree or equivalent

Tools

Microsoft 365

Active Directory

ConnectWise Manage

Nagios

LogicMonitor

Kaseya VSA

Job description

IT Solutions in Alton, IL is seeking a Senior Technician, Client Services to support one or multiple clients with inbound and escalated inquiries for their products and services.

The ideal candidate is a relentless problem solver who can manage the stress of client-down situations, learn new technologies quickly, and provide excellent customer service. Travel to client offices as needed; some days may be onsite at IT Solutions or remote from home.