Senior Technician, Client Services

IT Solutions

Alton (IL)

Hybrid

USD 65,000 - 95,000

Full time

32 hours ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

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

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

Job Summary:

The Senior Technician, Client Services is part of the Managed Services team responsible for supporting one (or multiple) clients and handling inbound and escalated inquiries for the client’s products and services. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

Requirements:

About ITS:

Job Summary:

Requirements:

Responsibilities:

Manage service tickets assigned to your personal and team queue and respond in agreed-upon timeframe.
Provide superior service to customers and clients with limited supervision consistently.
Provides remote hardware/software support, documentation, support logs and other related information throughout triage process.
Responsible for the management of network, datacenter, security, and voice technologies. This includes but is not limited to Cisco, Sonicwall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper-V, NetApp and other technologies.
Analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
Uses monitoring tools to investigate potential issues or respond to monitoring events, this can include but not be limited to Kaseya VSA, Connectwise Automate, LogicMonitor, Nagios, etc.
Assists in monitoring and maintaining network hardware and software; analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
Interacts with telecommunication, hardware and software vendors and operates on the customers’ behalf to drive resolution of issues while providing regular progress updates to any incident stakeholders.
Interact and work directly with multiple advanced technician groups and vendors to elevate technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time.
Work regularly with the client’s internal service and project coordinators who assign tickets.
Produce detailed service reports regularly and communicate updates or changes internally and to the clients.
Travel onsite to the client office as defined to provide services. Days not spent traveling will be worked onsite at IT Solutions or, at times, working from home.

Knowledge, Skills, and Abilities:

Strong oral and written communication skills
Effective time management and multi-tasking skills
Maintains the ability to stay organized and be detail-oriented
Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment
Understanding of all Microsoft 365 offerings, as well as a basic understanding of Active Directory.
Ability to lift at least 50 pounds and be comfortable with climbing up step ladders.

Experience:

Bachelor's Degree, or equivalent level of experience in related field
3 years in a helpdesk role, triaging reported issues and incidents by customers.
2+ years’ work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center and security technologies.
Experience managing or troubleshooting all Windows desktop and Windows Server (2012-Current) versions.
Experience managing or troubleshooting with Office 365 Exchange online and Microsoft Exchange 2013-Current.
Experience with any of the following firewalls and remote access VPNs: Cisco AnyConnect, Meraki, Sonicwall, Fortinet, etc.
Experience with a ticketing system, such as ConnectWise Manage
Experience supporting virtual desktop environments: Multi-Server Remote Desktop Server farm w/ Secure Gateway is preferred

Certificates, Licenses, Registrations:

Must have reliable transportation. The majority of work is to be done at client offices Alton, MO (mileage will be reimbursed) with some work to be done from your home.
CompTIA A+ certification, Microsoft Windows certification and/or Apple Mac OS certification a plus.

Compensation Package:

ITS offers a full benefits package, including: