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Helpdesk / Support Technician

SBT Partners, LLC is looking for an enthusiastic Support Technician to join our rapidly growing Managed Services Helpdesk. As a Managed Services Integrator, SBT Partners seeks to provide best in class services through a network of relationships with partners that have proven leadership across a spectrum of managed services. SBT Partners connects businesses to the services they need, serving as their single managed service integration contact. Our Support Technicians are the front line in our Support Center and responsible for incoming requests for end-user technical support by answering phone, web, and email communication from customers in a quick, efficient manner, and with the highest degree of customer service. This includes identifying the customer’s issue, investigating, troubleshooting, and resolving the problem while maintaining a high degree of customer service through constant communication and ticket documentation. The successful candidate will have outstanding customer relationship and communication skills as well as be technically proficient in supporting the end user in a corporate network environment.

Position Responsibilities

  • End User Technical Support (both phone/remote control and onsite visits)
    • Provide first-level contact and remote problem resolution for end-user technical support
    • Resolve problems reported to the call center by phone or web/email tickets
    • Provide timely communication on ticket, status, and resolution
    • Visit customer sites (local day travel) to provide hands on support or PC repair for issues that cannot be addressed remotely.

Technical Skills Required

  • Windows Operating system – XP-Windows 7, 8
  • Desktop Imaging
  • MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) – 2000-2010
  • Email support – Exchange & POP
  • Citrix desktop support: Connection, printing, and application
  • Basic network support: – Understanding of a domain/corporate IT environment including PC/Laptop setup
    • Basic knowledge of network technologies (LAN, WAN, wireless)
    • VPN clients (Cisco, SonicWall, Fortinet, etc)
  • Computer hardware support:
    • Troubleshoot issues with laptops, desktop, and thin clients
    • Other peripherals and USB devices
  • Printer support:
    • Setup/install local, wireless, and network printers
    • Troubleshoot hardware printer issues
  • Mobile devices support:
    • Setup and troubleshoot issues with Blackberry, Windows Mobile, Palm, IPhone, and Android
    • Install and troubleshoot broadband wireless devices and software
  • User Account administration
    • Maintain user accounts in Active Directory
    • Maintain user accounts for VPN
  • Security
    • Properly configure, maintain, and troubleshoot security software such as windows firewall, and personal firewall products
    • Properly configure, maintain, and troubleshoot corporate AV/Malware solutions

Educational Requirements

  • 1-3 years’ experience.
  • AS/BS Computer Networking related program or equivalent experience is preferred.
  • Industry Certifications in relevant technologies a plus.

Please send resume submissions to careers@sbtpartners.com.

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