Level 1 Technical Support

SEMPERLINC LLC; Indiana; Hybrid; USD 42,000 - 65,000; Full time

Job summary

SEMPERLINC LLC seeks a Level 1 Technical Support specialist to install and configure hardware and software, respond to tickets per SLA, and assist with remote monitoring and escalation. You will work with our service desk and clients over the phone, email, or onsite.

You will routinely use Windows and Mac OS devices, participate in AD management, and help resolve incidents while documenting steps. Occasional travel to client sites is possible in NYC/NJ and related areas.

Qualifications

• 3+ years of tech support experience or related field.
• A+ and Net+ certification or equivalent required.
• Proficient with Windows and Mac OS; comfortable with Active Directory.

Responsibilities

• Install and configure hardware and software.
• Respond to tickets per SLA guidelines.
• Provide remote and on-site support; escalate as needed.

Skills

Customer service

Verbal & written communication

Reliability

Networking fundamentals

Windows/macOS proficiency

Office applications (Word/Excel/Outlo​

Attention to detail

Travel readiness

Learning new technology

Education

Bachelors or Associate in CS/related field

A+/Net+ certification

Tools

ConnectWise Manage

ConnectWise Automate

Remote monitoring software

Bitdefender

LionGuard

Job description

Job Title: Level 1 Technical Support

Location: Remote & NYC/NJ

Reports To: Director of Services

Job Description

• Install and configure hardware and software
• Respond to tickets in accordance with SLA guidelines
• Work with our Service Desk Documentation Remote Monitoring/Management and all other system
• software to accept and resolve L1 and L2 service requests incidents and problems Documenting and
• tracking all steps taken to the resolution
• Responsible for escalations on all desktop network and server infrastructure service tickets to ensure
• service levels are maintained
• Create and document service management procedures and standards to ensure engineering best practices
• are maintained
• Work with clients directly over the phone and using remote software or travel onsite
• Respond in timely manner to requests and issues
• Repair and replace equipment as needed
• Provide onsite and remote support to end users
• Assist in AV setups as needed for meetings
• Set up new workstations for users (deploying equipment create Active Directory Accounts O365
• Heavy use of Windows and Mac OS devices
• Ability to work in Active Directory
• Research and test new technology

Job Description

• Install and configure hardware and software
• Respond to tickets in accordance with SLA guidelines
• Work with our Service Desk Documentation Remote Monitoring/Management and all other system
• software to accept and resolve L1 and L2 service requests incidents and problems Documenting and
• tracking all steps taken to the resolution
• Responsible for escalations on all desktop network and server infrastructure service tickets to ensure
• service levels are maintained
• Create and document service management procedures and standards to ensure engineering best practices
• are maintained
• Work with clients directly over the phone and using remote software or travel onsite
• Respond in timely manner to requests and issues
• Repair and replace equipment as needed
• Provide onsite and remote support to end users
• Assist in AV setups as needed for meetings
• Set up new workstations for users (deploying equipment create Active Directory Accounts O365
• Heavy use of Windows and Mac OS devices
• Ability to work in Active Directory
• Research and test new technology

Daily Activities

• Accept and resolve tickets service requests/incidents/problems using our Service Desk software
• Accept client facing phone calls and contact clients via phone and/or email to assist in resolving incidents
• and problems
• Use remote management software to log into client PCs and resolve service requests/incidents/problems
• Answer the phone with a cheerful and enthusiastic tone
• Perform initial fault finding and basic troubleshooting of both incidents and problems
• Deal with ticket escalations internally and externally with support tickets from third party vendors
• Assist with deployments in the field NYC/NJ Area

Desired Attributes And Experience

• Customer service skills
• Excellent verbal and written communication skills
• Reliable
• Solid understanding of computers networks and software
• Solid understanding of TCP/IP DHCP DNS Domain Controllers etc
• Experience using MS Office applications Word Excel Outlook
• High attention to detail
• Previous experience with ConnectWise Manage Automate Remote
• Previous experience with Bitdefender
• Previous experience with LionGuard
• Ability and willingness to travel to client sites as needed
• Ability to drive to drive and travel as needed
• Ability and willingness to work overtime when needed
• Ability and willingness to quickly learn new technology and software
• Ability to lift 50 lbs

Qualifications

• Bachelors Degree in Computer Science or Associate Degree plus two years of tech support experience
• A+ and Net+ Certification or equivalent required
• At least 3 year(s) of working experience in the related field is required for this position