Remote IT Support Specialist I

Acf-Technologies; Asheville (NC); On-site; USD 50,000 - 65,000; Full time

Job summary

Acf-Technologies is seeking a Customer Care, IT Support Tier I to assist external clients with ACF products from a remote home office. You will build product expertise, resolve issues via research and testing, and maintain client records and knowledge base.

The role requires a BS in a technical field or equivalent experience, strong Windows Server/SQL/IIS knowledge, and networking fundamentals. On-call rotation and strong customer focus are essential.

Qualifications

• BS in Computer Science, Information Systems or a technically related field or equivalent related work experience.
• Working knowledge of Windows Server platforms 2008R2/2012, SQL, IIS server and related networked systems.
• Understanding of WAN/LAN and DNS/DHCP/SNMP/TCP/IP/HTTP/Exchange concepts.
• Experience in client/server networking and with hardware vendors.
• Experience configuring PC- and Web-based systems; SQL scripting and SSRS.
• Security+ and Cloud+ certifications preferred.
• Help Desk experience preferred.
• Experience with NetSuite Helpdesk software preferred.
• SaaS experience preferred.
• Strong documentation and customer-oriented communication.

Responsibilities

• Support ACF clients on product administration, design, training and troubleshooting.
• Develop technical and functional expertise in all ACF products.
• Resolve client issues in a timely manner via research, local testing or directing to documentation.
• Document known issues/fixes/workarounds in knowledgebase articles.
• Maintain customer database by logging all support calls.
• Provide on-call coverage in a rotation.

Education

BS in Computer Science, Information Systems or a technically related field or equivalent related work experience

Tools

Windows Server 2008R2/2012

SQL

IIS server

Networking hardware (Cisco, Bay, Netgear)

DNS

DHCP

SMTP

SNMP

TCP/IP

HTTP/Exchange

NetSuite Helpdesk

Job description

Acf-Technologies is seeking a Customer Care, IT Support Tier I to assist external clients with ACF products from a remote home office. You will build product expertise, resolve issues via research and testing, and maintain client records and knowledge base.

The role requires a BS in a technical field or equivalent experience, strong Windows Server/SQL/IIS knowledge, and networking fundamentals. On-call rotation and strong customer focus are essential.