Job Information
Net Friends, Inc. IT Support Technician - Tier 1 (Mobile) in Durham, North Carolina
Net Friends is hiring!
Are you passionate about analyzing and solving IT issues for clients? Do you want to be a member of a growing Support Center team, working with a specialized group of IT experts responsible for being the first line of customer contact, investigating issues and providing solutions? If so, please come apply! We are hiring for a Support Technician – Tier I (Mobile) to be based out of our headquarters in Durham.
YOUR ROLE AND LOCATION
This position will include providing both remote and on-site IT support for a variety of businesses around the triangle. Core business hours are 8:30am - 5:30pm M-F with a rotating after-hours on-call schedule that includes evening and weekend coverage. This position has an annual salary range of $40,000 - $55,000.
WHAT WE’RE LOOKING FOR
First and foremost, we would love to find a terrific teammate, able to work in a consistently collaborative manner with our Support Center and Field Services groups (and beyond). Secondly, there are many tasks that need to be completed by an individual taking full ownership of them through resolution; this role requires a person who can be relied upon to be a primary tech with a passion for providing great customer service on every encounter.
WHAT YOU’LL DO
You will assist in the following duties:
Handling all aspects of inbound customer requests during designated shifts via assigned communication queues
Performing initial investigations into support requests
Being accountable for responding to and meeting our SLA requirements
Establishing and maintaining both customer and internal documentation
Performing initial (and ongoing) client and situational assessments
Providing problem-solving, troubleshooting, and proper escalation of issues
Engaging clients and assisting with consultation and basic technology training
TECHNICAL KNOWLEDGE AND SKILLS
Proficiency with macOS operating systems and hardware
Extensive Windows 10 Professional operating system support experience
Windows Server 2012-2022 operating systems
Experience using remote control software to provide desktop support
Experience organizing and following complex and/or detailed technical procedures to provide desktop computing hardware and software installation
Experience troubleshooting technical issues involving all manner of hardware, software, server, network, and data backup configurations
Microsoft tools (Azure AD, Microsoft 365, Microsoft Endpoint Manager)
Accounts, Permissions, and Policies in an Active Directory domain environment
WHAT YOU BRING TO THE TABLE
Professional presentation with an approachable personality
Superior customer service skill rooted in happiness from helping people
Appropriate spoken and written communication skills, including correct usage of punctuation and grammar
Ability to work autonomously, managing your own time to complete tasks and meet deadlines
A love of technology and a job well done
EDUCATION AND EXPERIENCE
Two-year associate degree OR 2+ years related experience and/or training, specifically service industry experience and customer support
WHY SHOULD YOU APPLY?
We are an equal opportunity employer
Company-paid health, dental, vision, disability, life, and AD&D insurance for employee, and additional health insurance plan options available
401K plan with match
Monthly phone, internet, and travel stipend
Three weeks of flexible Paid Time Off (PTO) in year one of employment, increased to four weeks annually after the first year
Five days of Paid Sick Leave (PSL) annually
Eight Paid Holidays
Professional development resources
We believe in work-life balance; you are a [net] friend
SOME FRIENDLY TIPS
Net Friends considers relationship-building skills, personal integrity, and thoroughly professional conduct to be just as important as your IT expertise.
We really pay attention to how you introduce yourself in your cover letter. So put your best foot forward!
READY TO BECOME A [NET] FRIEND?
If you think this is a good fit, apply online today. We would love to meet you!
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