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Modern Workplace Support Technician
SBT Partners has an immediate full-time position for an experienced IT Support Technician for the Modern Workplace. Our Support Technicians are responsible for providing IT support to our client’s technology problems, both remotely, and on-site. The Support Technician will also work cross-functionally with other SBT Partners teams to deliver comprehensive IT solutions. The ideal candidate would be driven and self-motivated to succeed in a fast-paced growing environment. The position is a work-from-home role but must be local to Charlotte, NC, as you will be required to be dispatched onsite to clients as needed when an issue can’t be resolved remotely.
Responsibilities
- Have fantastic customer service skills with all client interactions
- Respond and provide technical support for incoming customer service requests
- Resolving technical issues involving Microsoft’s M365 business applications and operating systems
- Support remote access technology, including VPN, and Remote Desktop Services
- Maintain detailed service documentation, log time, and notes in Autotask
- Communication with customers: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Track all-time worked through our ticketing system Autotask
- Conduct remote troubleshooting using our RMM tools
- Ability to work on a team, communicate effectively, and share knowledge
- Escalate service requests that require engineer level support when necessary
- Ability to work on a team, communicate effectively, and share knowledge
- Work with the Director of Managed Services to prioritize service requests
- Provide on-call support when required (on rotation)
- Work on special projects as assigned
Job Requirements
- 4+ years work experience with help desk support
- Hands-on experience with setting up and troubleshooting Windows/Mac OS/ environments (Mostly Windows)
- Ability to add \ disable users to Active Directory
- Office 365 Admin Experience
- Exchange Online – Add \ Remove Users
- Working knowledge of computer peripherals, like printers and scanners
- Knowledge of network security practices and anti-virus programs
- Solid understanding of Cybersecurity concepts and best practices
- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Ability to perform remote troubleshooting and provide clear instructions
- Excellent problem-solving and multitasking skills
- Exceptional verbal and written communications skills are required
- Tech-savvy with the ability to learn new software and systems as needed
- Customer-oriented attitude
- Self-motivated with the ability to work in a fast-moving environment
- A home office\room where you can work without interruptions
- Reliable transportation
- Ability to work with little supervision
- Regular working hours will be 8-5 or 9-6 (Willing to be flexed from time to time)
- Work from home position but must be located within the Charlotte Metro Area as we must dispatch to customer sites on occasion.
- Industry certifications a plus – IE Microsoft 365
Not required, but other useful skills
- Intune (Endpoint Management) \ Auto-Pilot Experience
- Basic Firewall Management
- Azure AD Management
- SharePoint Online Management
Benefits
- Medical\Dental
- Life Insurance
- 401K match
- Paid vacation
- Paid holidays
- Company cell phone
- Company laptop
- Work from home
- Bonus opportunity
- Opportunity to advance into Engineering Role
To apply, please send resumes to careers@sbtpartners.com
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