Technician, Client Services

IT Solutions; Alton (IL); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical & Prescription plans

Dental & Vision

Paid Holidays

401K with match

Stock Appreciation Rights

Job summary

IT Solutions is seeking a Technician, Client Services to support one or more client environments within a Managed Services framework. The role emphasizes excellent customer service, methodical problem solving, and proactive communication while learning new technologies on the fly.

You will handle inbound and escalated inquiries, document issues, and work with various internal teams and vendors to resolve incidents. Travel to client offices is required and some work from home is possible.

Qualifications

• Bachelor's Degree or equivalent experience in a related field.
• Minimum 2+ years’ work experience in network/IT support and customer service.
• Experience supporting Windows desktops/servers and Office 365 Exchange Online.

Responsibilities

• Answer technical service calls and create customer tickets.
• Triage issues, document root cause, and guide customers through steps to resolve.
• Troubleshoot Internet connectivity, hardware, and software problems with customers step-by-step.
• Provide phone support with a positive, customer-focused attitude until issues are resolved.
• Escalate tickets to appropriate groups and track incident resolution.
• Interact with multiple technician groups and vendors to drive incidents to resolution.

Skills

Customer service

Troubleshooting

Technical support

Communication

Problem solving

Multi-tasking

Microsoft 365

Active Directory

Education

Bachelor's degree or equivalent

Tools

ConnectWise Manage

Office 365

Exchange Server

Active Directory

Job description

Do you have the CHOPS? IT Solutions lives its values: C Client Success is Our Success, H Hungry for the Journey, O Ownership Thinking, P Passionate Problem Solving, and S 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 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.

About ITS:

Do you have the CHOPS? IT Solutions lives its values: C Client Success is Our Success, H Hungry for the Journey, O Ownership Thinking, P Passionate Problem Solving, and S 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.

Responsibilities:

• Answering technical service calls and creating customer tickets.
• Must have excellent troubleshooting skills, be able to triage a customer's issue, getting to the root of the problem in a timely matter and document issue(s).
• Able to troubleshoot Internet connection issues, hardware issues and talking customers step by step through several processes
• Provides phone support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customer's satisfaction.
• Ensures creation of tickets and escalation to appropriate group(s).
• Provides remote hardware/software support, documentation, support logs and other related information throughout triage process.
• Analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
• 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.
• 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:

• Confident and comfortable with client facing activity.
• Strong oral and written communication skills
• Communicate effectively with internal team members, customers, clients, and stakeholders.
• 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
• 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:

• CompTIA A+, Microsoft Windows, Apple macOS certification, Cisco Certifications not required but would be a plus
• Proficient in a recent version of Microsoft Office suite
• Must have reliable transportation. The majority of work is to be done at client offices across the office location area (mileage will be reimbursed) with some work to be done from your home.

Compensation Package:

ITS offers a full benefits package, including:

• Rich Medical and prescription plans
• Dental & Vision
• Paid Holidays and Flexible Paid Time Off
• 401K/401K Roth with Safe Harbor matching
• Stock Appreciation Rights
• Company-paid life insurance, long-term and short-term disability insurance
• Company-paid mental health support & financial wellness services
• FSA for medical and dependent care
• HSA option with compatible medical plan
• Company-paid training, materials, and exams
• Performance-based bonuses

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.