Service Technician II

GENERAL SUMMARY:

A Service Technician is responsible for onsite service and support needs for our customers when remote support is not a viable solution. This position will provide support on many different technologies, to include: workstations, servers, printers, switches, firewalls, and vendor specific hardware and software.

Essential Duties and Responsibilities:

  • Onsite and remote service for IBT customers, including hardware installation and troubleshooting
  • Assist Service Team in resolving issues remotely when available
  • Configuring, installing, and supporting Client/Server networks and Peer to Peer Networks
  • IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft Hyper-V
  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL, etc.
  • Implement and support disaster recovery solutions
  • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Remote access solution implementation and support: VPN & Terminal Services
  • System documentation to include system reviews and recommendations
  • Utilize IBT’s CRM tool for schedule management, time entry, and tracking work to be performed

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction
  • Ability to work in a team and communicate effectively
  • Escalate service issues that cannot be completed within service levels to the Escalation Team
  • Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
  • Document internal processes and procedures related to duties and responsibilities
  • Utilize IBT’s CRM tool for schedule management, time entry, and tracking work to be performed

Knowledge, Skills and/or Abilities Required

  • Professional IT Certifications preferred, such as: Microsoft MCP, MCSA, MCSE or MCITP, SonicWall
  • 4+ years’ experience troubleshooting computer, network, and software issues
  • Interpersonal skills: telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment

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