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Helpdesk / Field Service Technician

Location: Clifton
Posted on: September 16, 2020

Job Description:

Are you looking for a new adventure?--Then ICM Tech Group is the right place for you!------------------A place where you will touch all different types of technology (some types your used to and some that you're not).------------------A place where you're not just a number but a valued part of our team and family.------------------A place that will give you a fresh look at multiple technologies in all different environments.------------------A company where you can grow in your technology knowledge and career.ICM is an IT consulting firm servicing our clients in many different verticals. We are a group of motivated professionals who are passionate about customer service and enjoy technology.--We are an established and growing MSP in northern NJ looking to add some talent to our technical team. We work hard and play hard!We are currently looking to fill the following position: (If you have experience working for an MSP that's a big bonus!)------------------Help Desk / Field Service Technician The position will have responsibilities, performance standards and expectations that include:Roles Responsibilities ------------------Remote Technical Support as-required for any assigned daily service tickets from our NOC On-Site Technical Support including Priority Support for critical issues (as required)------------------Proficient Use of tools provided to provide quick and thorough problem resolution------------------Expert troubleshooting issues research that solve client technical issues------------------Professional customer service that appropriately set client expectations------------------Support server------------------network desktop hardware------------------software applications at client locations------------------Rolls out hardware and software and ensures optimal deployment minimal downtime------------------Assists with technology planning through ongoing research of new and better technology------------------Responsible for managing time appropriately through consistent time management practices------------------Ensures complete client satisfaction in all aspects of their position from clients to vendors of Strategic------------------Contributes to the common goal of growth for both the individual and Strategic as a whole------------------Ability to "think outside the box" and develop creative solutions to challenging client business problems------------------Document all Time in Manage Engine Ticket Management System after each service call or project deployment Deliver exceptional Customer Service Skills that mirror the commitment, we promise to each and every clientPerformance Standards and Expectations: ------------------Availability------------------Punctuality and Reliability------------------Clean driving record with the ability to travel to client sites as needed locally via car (once a year outside the NY/NJ region by air)------------------Clear Spoken and Written English Skills w/Excellent Documentation Skills------------------Empathy skills are critical as is the ability to deliver exceptional customer service------------------Completion of assigned tasks within reasonable time frames and within deadlines (as required).Hours HelpDesk/Field Service Technicians are expected to be fully available during normal business hours of Monday thru Friday, 8:30am through 5:30pm and outside NBH on weeks they are on rotational E-Support. Availability during weekends, evenings, and on holidays will be necessary as required basis depending upon client needs. Punctuality and reliability are critical. Ability to work from home as neededHERE IS THE JOB DESCRIPTION:Desktop Support Specialist (Field Service) About the JobDesktop support specialists will be supporting users both onsite and remotely, traveling to clients, assessing issues, installing/mounting hardware, pc installations, and interacting heavily with end users and management staff.--This position reports to the Director of Technical Services and is assigned projects and tickets primarily from technical coordinators.------------------Windows Server Operating Systems (Basic Knowledge)------------------Windows Desktop Operating Systems (7, 8, 10) (Strong Knowledge)------------------Networking - Firewalls, Switches, routers, WIFI (Basic Knowledge)------------------IP Networking (TCP/IP, DNS DHCP) (Basic Knowledge)------------------Server Services - Active Directory (Basic Knowledge)------------------Microsoft Office365 Management / G-SUITE (E-mail, Apps) (Basic Knowledge)------------------Virtualization (Vmware and Microsoft Hyper-V) (Basic Knowledge)------------------Backup, Disaster Recovery and Business Continuity - I.E. Veeam, Synology, Datto, cloud backups (Amazon, Wasabi, etc.), on-prem backups, Acronis, etc. (Basic Knowledge)------------------Remote Access - I.e. Windows Remote Desktop Services, Citrix Server Environments, SonicWALL SSLVPN, Cisco VPN clients, etc. (Basic Knowledge)------------------Bonus for knowledge of MACS, and Linux. (Basic Knowledge)Technical Requirement ExampleMust have the minimum skills to completely setup and configure a user with a new workstation, join to the domain, copying all data, installing all applications, applying all updates, setup network printing and map all drives, configure outlook, etc.

Keywords: ICM TECH GROUP, Clifton , Helpdesk / Field Service Technician, IT / Software / Systems , Clifton, New Jersey

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