Level II IT Services Support Technician

Swiftec IT is passionate about delivering enterprise class technology, services and solutions to SMB's. Located in Shrewsbury Massachusetts, we have been assisting clients in meeting their technology needs since 2004. At Swiftec IT, our people make the difference, so if you share the same passion and want to join a vibrant organization with the feel of a buzzing start-up, apply today!

The IT Services Support Technician is responsible for handling second level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities

• Provide excellent support for issues involving Microsoft’s applications and operating systems
• Resolves more complex issues requiring detailed systems and application knowledge for items escalated from Tier 1.
• Recognizes and escalates more difficult issues to Tier 3 Support
• Advanced support at the computer level: Operating System, user applications, hardware issues
• Advanced support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Advanced remote access support: VPN, and Terminal Services
• Onsite and remote support will be essential in providing support to our end users
• Troubleshooting user accounts and profile issues
• Prioritize and manage multiple cases at one time
• Monitor the management system level 2 alerts and notifications, and respond accordingly
• System documentation maintenance and review
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Responsibilities and Duties

• Wants to delight customers, above and beyond the call of duty - Improve customer service, perception, and satisfaction
• Has intimate knowledge of the customer’s needs
• Has empathy for the customers situation
• Is able to communicate clearly, both written and in speech
• Speaks in a way the customer can understand
• Works accurately and with an attention to detail
• Handles situations in the best interest of both customer and company
• Is able to use automated information systems to analyze the customers situation
• Is able to suggest improvements to the various communications by the company
• Is willing to build a long-term relationship with the customer
• Quick turnaround of customer service requests
• Ability to work in a team and communicate effectively
• Work with the Service Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• Responsible for entering time and expenses in ConnectWise, as it occurs
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as service tickets into ConnectWise
• Some light lifting of PC and Server equipment

Required Skills

• Bachelor's Degree
• 4+ years of experience providing telephone, remote technical support and on-site support troubleshooting hardware and software including: PC’s, laptops, servers, printers and LAN/WAN
• Significant experience with the Microsoft family of software solutions including Windows XP, Vista, and Server OS’s as well as the Office Suite line ofapplications
• MCTS (MCSA) or equivalent certification; if no certification at the time of hire, the certification shall be obtained within the first 180 days of employment
• Employee is expected to work his or her 8.5 hour shift (with ½ hour lunch) and will be on-call after hours on a monthly rotation basis; minimal amountof on-call work is anticipated
• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Strong oral and written communication skills
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment

Additional Skills - Not Required

• 6 months experience with managed service application, including but not limited to N-Able, Kaseya, Zenith, LabTech and ConnectWise and / orexperience with ERP and CRM systems
• Experience troubleshooting Mac OS X and higher

How to Apply

Swiftec IT provides an excellent working environment, with leading enterprise class technology infrastructure and offers an outstanding benefits package to each of our valued team members. Apply today by contacting hr@swiftecIT.com to learn more! Thank you.