IT Support Specialist Tier 1

Overview

Job Description

As a growing MSP, Box Lake Networks is seeking a detail-oriented Technical Support Specialist Tier I that can manage multiple priorities and follow through on projects to their completion. We are looking for creative thinkers that take great pride in the level and quality of their work and have a sense of customer service and interpersonal skills. We are looking for individuals that have high integrity, respect for all individuals (customers, vendors, and employees), solid communication skills, and strong critical thinking skills.

The Technical Support Specialist Tier I handles the first level support requests that come in from our clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly or escalated as needed while maintaining client communication and satisfaction.

Responsibilities & Tasks

• Providing a first point of contact for customers through our helpdesk, be that via phone, email, Chat, or ticket
• Work with our clients and ask appropriate questions to determine the nature of the issue and escalate internally if needed.
• Provide the client with remote troubleshooting and support.
• Use our ticketing system to work with clients and resolve support issues and service requests.
• Review RMM dashboard and apply remediation actions as indicated by our client-specific or company-wide processes.
• Review regularly scheduled/automated actions as indicated by our client-specific or company-wide processes.
• From time to time the projects team will need additional resources to help deliver projects either on-site or remotely. When opportunities arise the Technical Support Specialist Tier I may be required to help with project delivery
• Escalate tickets that require assistance from a higher level technician
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Identify, communicate and mitigate potential risks to the account engineer or client
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Work with the other members of the help desk team to resolve issues and help clients
  
  

Requirements

SKILLS AND ATTRIBUTES

• A focus on problem solving and critical thinking
• An ability to view a problem from the bigger picture and not just a quick-fix solution
• Strong communications skills, both written and verbal, with clients as well as internal colleagues
• Experienced support MS Office Suite and Microsoft 365
• Ability to participate and work in an on-call rotation.
  
  

PREFERED

• Basic/Moderate understanding of servers, networks and cybersecurity and how they add to the big picture.
• Experience handling technical service tickets and providing troubleshooting.
• Experienced support and working with Active Directory
• Experience using ConnectWise PSA and N-Able N-Central
• Experience providing support via remote tools.
• Professional IT Certifications such as Microsoft, CompTIA, Cisco, or ITIL
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business
  
  

PERKS

• Competitive pay, commensurate with experience and ability
• Three weeks paid vacation per year that rolls over year to year.
• Vacation amounts over 200 hours are paid out.
• Eleven paid holidays per year, including a floating holiday which can be used at any time at the employee’s discretion and your birthday
• 50% paid health, dental and vision benefits
• Paid short-term and long-term disability benefits.
• Paid group life insurance and accidental death/dismemberment coverage
• A proactive approach to ongoing training to help you develop life-long skills, including paid training and certifications.
• 401K with match
  
  

CAREER GROWTH

For someone looking to progress their role, the Technical Support Specialist Tier I naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, and beyond. We are dedicated to employee growth and want employees to thrive and improve during their time at Box Lake Networks.

Company Description

Box Lake Networks is a Managed IT Provider based near Lexington, KY. For over 20 years, Box Lake Networks has sustained continual growth by building and preserving strong client relationships.

Box Lake Networks is a Managed IT Provider based near Lexington, KY. For over 20 years, Box Lake Networks has sustained continual growth by building and preserving strong client relationships.