Support Services Technician I

BramTech Solutions Inc; New Orleans (LA); On-site; USD 42,000 - 54,000; Full time

Job summary

BramTech Solutions, Inc. in New Orleans, LA is seeking a Support Services Technician I to join our IT services team.

You will provide remote technical support, diagnose issues, and ensure reliable operation of desktops, printers, and network devices for client environments. Ideal candidates have strong communication, documentation, and collaboration skills, with a proactive approach to problem solving and ongoing self-training to stay current in the field.

Qualifications

• High school diploma or equivalent; an associate degree or IT certification is a plus.
• Proficient in troubleshooting Windows and macOS; familiarity with TCP/IP/DNS/DHCP.
• Excellent communication and teamwork, with attention to detail.

Responsibilities

• Provide remote technical support and troubleshoot hardware, software, and network issues.
• Maintain and update client IT infrastructure and documentation.
• Ensure security updates and monitor client environments using RMM/PSA tools.
• Deliver exceptional customer service and collaborate with team members.

Skills

Remote support

Customer service

Communication

Documentation

Team collaboration

Education

High school diploma or equivalent

Associate degree or IT certification (a plus)

Tools

Windows

macOS

Networking basics

Job description

Support Services Technician I

Company: BramTech Solutions, Inc. Location: New Orleans, LA

About Us:

BramTech Solutions is a leading IT services company based in New Orleans, Lousiana. We specialize in providing Managed IT Services and IT Support to small businesses. Our mission is to empower businesses by ensuring seamless technology operations, allowing them to focus on their core objectives.

Position Overview:

As a Support Services Technician I, you will play a crucial role in maintaining our clients’ IT infrastructure. You’ll provide Remote technical support, troubleshoot issues, and ensure efficient operation of hardware and software systems.

Responsibilities:

• Remote Support: Respond to service calls and provide technical assistance to employees at client locations.
• Troubleshooting: Diagnose and resolve hardware, software, and network issues promptly.
• Updates and Security: Perform service pack, hot fix, and security updates for servers, workstations, printers, and network hardware (routers, switches, firewalls).
• Customer Service: Deliver exceptional customer service, ensuring client needs are met and expectations exceeded.
• Monitoring Tools: Utilise monitoring software/hardware (RMM, PSA, custom applications) to maintain client network infrastructure.
• Documentation: Thoroughly document actions taken during problem resolution following company policies.
• Effective Communication: Understand client technical issues and provide appropriate solutions.
• Collaboration: Work closely with team members and departments to achieve client satisfaction and issue resolution.
• Adherence to Standards: Perform assigned responsibilities safely and efficiently according to established practices.
• Billing Efficiency: Aim for monthly billing reflecting 75% or more productivity within approximately 170 business hours.
• Professional Development: Commit to ongoing self-training to stay current in the field.

Qualifications:

• Technical Skills: * Proficient in troubleshooting Windows and macOS operating systems. * Familiarity with networking concepts (TCP/IP, DNS, DHCP). * Basic knowledge of hardware components (desktops, laptops, printers).
• Soft Skills: * Excellent communication and interpersonal skills. * Detail-oriented and organized. * Ability to work independently and collaborate with team members.
• High school diploma or equivalent; an associate degree or certification in Information Technology or a related field is a plus.
• Valid Drivers License

If you’re passionate about technology and enjoy solving technical challenges, we encourage you to apply! BramTech Solutions offers a dynamic work environment and opportunities for growth. Feel free to reach out if you have any questions or need further details.