Advantage Technologies Consulting, Inc.
IT Support Technician
1 day ago
Tampa
Job Description Position Outline: Field Support Engineers are the front lines of the customer technical experience. They provide top of the line telephone, web-based and onsite support for the clients that we serve. Your objective in this role is to utilize all available resources and tools to deliver exceptional support and service to our clients. You will be responsible for remotely diagnosing and resolving issues with computers, servers, networks, peripherals, and performing various computer/network administration tasks. Additionally, you should be prepared to provide on-site support when necessary. You will be primarily providing remote support for our clients on a typical day, but if necessary, you will be dispatched onsite to assist with same/next day service calls in your territory if necessary. About the Company: Advantage Technologies () is pretty much one of the coolest places to work in the world. We treat our people like partners, and everyone pulls together to build our team. No gossip, no backstabbing. We really care about our people, and it shows. Advantage Technologies provides computer hardware, software, security, and networking infrastructure to small businesses, particularly focusing on professional service organizations (dentists, doctors, engineering companies, insurance agencies, CPA firms, etc.). We provide the servers, workstations, cabling, management, and integration services to keep our clients serving their clients. Key Responsibilities: The Hybrid Support Engineer works directly with our clients and our team in a variety of capacities. This position reports directly to their assigned team lead and will be responsible for the following tasks: • First line of support:, • Act as the initial point of contact for end-users seeking technical assistance through our support queue., • Customer Service:, • Provide exceptional customer service by listening attentively to end-users, asking relevant questions to gather information, and delivering clear and concise instructions or resolutions in a professional and friendly manner., • Ticket management and follow-through:, • Maintain regular communication with end-users to provide updates on ticket status and ensure customer satisfaction. Follow up on un-resolved issues to confirm problem resolution and address any remaining concerns., • Schedule follow-ups as necessary on open tickets to ensure timely completion, • Time management and documentation:, • Maintain detailed and accurate documentation and duration of support interactions, troubleshooting steps, and resolutions within the ticketing system., • Contribute to the knowledge base by documenting common issues and their resolutions for future reference., • Working with other teams in the organization:, • Schedule or request work from other various teams following documented standard operating procedures to ensure client satisfaction and timely completion of incoming tickets., • Maintain ownership of the original ticket through to issue resolution to ensure client satisfaction, • Dispatch rotation:, • take part in the rotation for the dispatcher position to triage incoming tickets to their appropriate company, and priority for the main support queue., • Typically, 2-3 weeks per year depending on number of technicians on rotation, • Onsite scheduling Availability:, • Be available to go onsite at a moment’s notice when the need arises. Desired Skills and Experience • Technical Proficiency: Basic knowledge of operating systems (Windows, macOS, Linux) and familiarity with common business applications (Microsoft Office Suite, email clients, etc.). Ability to troubleshoot and resolve common hardware, software, and network issues., • Experience supporting small to medium sized businesses and dental is a plus, • Customer Service: Excellent customer service and communication skills to interact with end-users in a professional and empathetic manner. Ability to listen attentively, understand user problems, and provide clear and concise instructions or resolutions., • Troubleshooting and Problem-Solving: Basic problem-solving skills to diagnose and resolve simple technical issues efficiently. Ability to follow established troubleshooting procedures and involve team leads on complex issues when necessary., • Research Skills: Proficiency in performing online and offline searches and utilizing search engines like Google or offline knowledgebase articles to find relevant information, solutions, and helpful resources for the issues at hand., • Ticket Management: Experience working with ticketing systems to log and track support requests, ensuring timely response and resolution. Attention to detail in documenting user interactions and problem resolution steps., • Experience with Connectwise & NinjaRMM is a plus, • Active Directory and User Administration: Familiarity with basic Active Directory (AD) concepts, such as user accounts, password resets, group membership, and access permissions., • Basic Networking Knowledge: Understanding of basic networking concepts, such as TCP/IP, DNS, DHCP, and wireless networks. Familiarity with troubleshooting basic network connectivity issues., • Experience with sonicwall and unifi equipment is a plus, • Time Management and Prioritization:, • Ability to manage multiple tasks and prioritize workload effectively. Strong organizational skills to ensure tickets are addressed promptly., • Ability to track and document your day into our ticketing system efficiently and accurately with attention to detail, • Learning Aptitude: Willingness to learn and adapt to new technologies, procedures, and troubleshooting techniques. Openness to ongoing training and professional development opportunities., • Documentation and Knowledge Base: Ability to document troubleshooting steps, resolutions, and known issues accurately, contributing to the knowledge base for future reference and self-service resources., • Professionalism and Teamwork: Ability to work collaboratively within a team, seeking guidance when needed and providing assistance to colleagues when possible. Professional demeanor and positive attitude in handling user interactions., • Knowledge and ability to run network cabling through most standard building environments, • Be able to lift 50lbs, • Professional appearance/hygiene when travelling for onsite work Compensation Plan: The position is salary plus benefits & retirement plan. Compensation includes: • Salary reflective of experience, skillset, and value brought to the organization, • The salary is evaluated each year at your annual review, • Paid holidays and personal time off, • Medical, Dental, and Vision Coverage Available, • 100% company paid short term and long-term disability insurance, • 100% company paid IRA plan with company contribution match, • Corporate card for approved expenses including travel Advancement Opportunity: Advantage Technologies maintains a “hire from within first” policy. This means that when positions open within the company, we will always look internally to move qualified people up before looking outside the team. Location: Primarily remote and working from home with approximately 20% travel required Must be located within Advantage Technologies service territories Probationary Period: The first 90 days of employment is considered to be probationary and a training period. The probationary period will be considered complete (possibly ahead of 90 days), if the individual can demonstrate satisfactory results in the key responsibility areas listed above. Employee Supplied items: • Computer running windows 10 or newer, with an i5 or faster processor, 16gb of RAM, a webcam and the ability to run dual monitors or more., • Laptop for onsite visits that has similar specs and a physical ethernet port for troubleshooting network equipment onsite, • Android or Apple smartphone with adequate voice and data allowances, • High speed internet connection at your home office, • A quiet, distraction free & dedicated workspace., • A reliable vehicle to travel to onsite jobs as necessaryCompany DescriptionAdvantage Technologies empowers small businesses to focus on those they serve. Our mission of Hassle-Free IT is delivered through simple, secure, stable and supported technology solutions. We provide services that exceed expectations and will move mountains to make our client’s experience with us better than anyone else. We use the same technology to run our business that we recommend to our clients so that we have a vested interest in always providing and recommending the very best. We deliver technology solutions that are not only technically sound and reliable but also make a positive impact on our clients.Advantage Technologies empowers small businesses to focus on those they serve. Our mission of Hassle-Free IT is delivered through simple, secure, stable and supported technology solutions. We provide services that exceed expectations and will move mountains to make our client’s experience with us better than anyone else. We use the same technology to run our business that we recommend to our clients so that we have a vested interest in always providing and recommending the very best. We deliver technology solutions that are not only technically sound and reliable but also make a positive impact on our clients.