Description
Be a part of a transformational journey with innovative talent and leading edge technologies.
Our team and what we’ll accomplish together
Join our new division, where we are transforming how businesses approach technology. This entry-level role offers you the chance to be part of a dynamic, rapidly evolving field—working alongside a passionate team committed to innovation, growth, and excellence. We shape the future of IT services, supporting small and medium businesses with cutting-edge solutions. Kickstart your career where your potential is unlimited.
What you’ll do
Triage and dispatch incoming support requests from clients, ensuring each issue is routed to the right technical resource and tracked through to resolution. Your work directly impacts client satisfaction and service efficiency
Monitor and manage open support tickets, coordinating with technical staff to facilitate escalations and adjust priorities. You'll help keep the team focused on the most urgent needs, ensuring clients receive timely and effective solutions
Communicate with clients throughout the support process, providing clear updates on the status of their requests. You'll help clients feel supported and valued, ensuring their needs are met and that they are fully satisfied with the outcome
Collaborate with Client Services Managers to address service-related concerns, fostering strong relationships between our internal teams and clients. Your proactive approach will ensure we maintain a high level of service excellence.
Review and refine open ticket queues alongside the technical team to ensure no issues go unresolved. You'll help streamline workflows and ensure continuous progress toward resolution
Document service requests thoroughly in our problem tracking system, ensuring all details, time entries, and solutions are accurately logged. You'll help create a knowledge base that empowers the entire team to resolve issues more efficiently
Provide Tier 1 technical support, working directly with clients to troubleshoot and resolve their issues. By diagnosing problems and researching solutions, you'll be a key player in delivering direct assistance to users, ensuring minimal disruption to their business
Guide users through technical difficulties by offering training and advice, helping them become more confident in their tech use. You'll not only solve their problems but also empower them to prevent future ones
Qualifications
What you bring
Technical Skills:
Microsoft Windows Server, Exchange Server, SQL Server, Remote Desktop Services, Active Directory, Azure, AVD, Microsoft 365/Entra
Familiarity with ITIL framework
A+ knowledge/certification or better
Virtualization concepts
Personal Attributes:
Adaptability: Adjust schedule and priorities in a fast-paced work environment
Attention to detail: Correctly document tickets and ensure all information is up to date
Integrity: Demonstrate sound judgment when making decisions and solving problems
Professionalism: Provide outstanding customer service with a positive attitude, on phone
Time management: Work calmly under pressure, set priorities, and complete tasks efficiently
Organization: Effectively track and manage responsibilities
Great-to-haves
1-2 years related experience (recent graduates with service desk/end user support experience will be considered)
PSA (Ticketing system) software experience
Familiarity with Microsoft operating systems
Labtech, or other RMM (Remote Monitoring and Management) system
