· Troubleshooting: Diagnose technical problems reported by customers and offer effective, long-term solutions.
· Task Coordination: Work across departments to prioritize and assign tasks based on urgency and impact.
· Workflow Management: Ensure timely resolution of technical issues by monitoring progress and diligently following up on pending tasks.
· Ticket Ownership: Manage support tickets based on skills and workload while accounting for specific customer preferences.
· Process Optimization: Maintain a forward-thinking approach to technical support by utilizing AI assistants and data-driven methods to optimize internal processes and improve the end-user experience.
· Continuous Learning: Stay up-to-date with industry trends and emerging technologies to enhance problem-solving capabilities.
· Service Excellence: Provide exceptional customer service by addressing concerns and ensuring overall satisfaction.
Qualifications
· Technical Experience: Previous experience in IT working with RMM tools (ConnectWise RMM preferred; experience with Automate/LabTech is highly transferable).
· Technical Proficiency: Solid understanding of common hardware and software problems with a proven track record of troubleshooting success.
· From Managed IT services to physical security integration, our team has established itself as a known, trusted advisor to our community.
As a local, 3rd generation family-owned business, we pride ourselves in reliable, intentional, and committed relationships with our customers – and each other!
Whether we are helping customers secure their environment, beating each other at Mario Kart in our Team Zone arcade, or grabbing lunch at our local BBQ restaurant, we delight in collaboration and making a difference as a team.