Job description

Join the Birmingham ION247 team for an exciting opportunity to work with the future of IT and Physical Security. Be part of an industry that is projected to be $282 billion by 2023!

At ION247, We Specialize In:

• Managed IT Services
• Network Design & Consultation
• VoIP Phone Systems
• Cloud Hosting
• Cloud Services
• Physical Security
• Video Monitoring
• Custom Development
• Report Writing

Job Summary

The Technical Support Analyst provides technical support and customer service support to clients. The responsibilities include responding to Level I technical support incidents and requests as well as performing troubleshooting procedures and solving technical problems on computer hardware, software, components and network connectivity. This includes, but is not limited to desktop PC's, laptops, scanners, printers, MS Office products, and various commercial and client proprietary software.

The Technical Support Analyst will also utilize remote access to client PCs to resolve complex issues. The Technical Support Analyst will create and maintain network accounts using Active Directory or other cloud provider interfaces. In some cases, the Technical Support Analyst will be required to travel to the client’s location to deployment new equipment or resolve issues.

The Technical Support Analyst will process and manage customer contacts using various ticketing systems as well as utilize various support channels such as telephone, web, email, chat or by the Service Desk ticketing system. The Technical Support Analyst will be responsible to maintain a high level of customer satisfaction.

A personality of wanting to make each client’s users more productivity will be essential to success in this position.

Duties and Responsibilities

Non-Technical

• Building relationships with our clients in a positive meaningful way.
• Work with team effectively and efficiently.
• Align with core values, and adopt our systems and solutions.
• Professionalism of doing "what right, is right". all the time, every time.
• Continual self improvement
• Valid drivers license, willing to travel
• Adherence to Change Management, Problem Management, Asset Management, and Service Management
• On-call rotation

Technical

• Understanding of technology relating to Microsoft's core business applications such as Windows Server, Exchange, SQL, Terminal Services/RDS/Citrix.
• Design Disaster Recovery strategies including server imaging and automated offsite backups
• Knowledge of networking and VOIP systems
• Microsoft Office Suite/Desktop/Printer troubleshooting and issue resolution
• Office 365 Administration
• Phone system administration
• Detailed documentation of customer’s systems
• Detailed documentation of time spent on service issues and projects
• Constant pursuit of technical improvement in all areas

Qualifications and Skills

To be successful in this position, an individual must be able to perform each essential duty exceptionally. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience

Minimum one years of IT experience

• Excellent verbal and written communication skills
• Professional, friendly, positive, optimistic demeanor
• A understanding of relevant technologies, solutions, troubleshooting, & support
• Preferred but not required experience with: Autotask, Datto RMM, Auvik or Managed Services (MSP) experience a major plus
• General Windows Desktop
• Strong Organization and Time Management Skills

Benefits

• Great compensation package for qualified applicants
• Quarterly bonus based on achieving KPIs
• Medical / Dental Benefits
• Paid vacation / personal & sick time
• Travel Reimbursement
• Cell phone expense
• Training reimbursement

Job Type: Full-time

Pay: $19.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Holidays
• Monday to Friday
• On call
• Overtime
• Weekend availability

Ability to commute/relocate:

• Hoover, AL 35244: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Technology Occupations: 1 year (Preferred)

Work Location: One location

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