Careers

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Support Desk Technician

iConvergence values engagement and innovation from our team members and provides a work environment where talented professionals can grow.

The Support Desk Technician is a multidisciplinary role working to deliver superior customer service and technical support in order to deliver exceptional support services to our clients. Daily responsibility of managing assigned tickets, identification, prioritization, and resolution of end user service requests. 

JOB DUTIES: (but not limited to) 

  • Respond to tickets and resolve user problems with hardware, software and/or related technologies
  • Install and upgrade computer & networking hardware and software 
  • Support and install hardware system components and peripherals (printers, scanner, WAPs) 
  • Troubleshoot and resolve issues relating to VoIP solutions including phones, desktop & mobile applications, connectivity and account management 
  • Create, remove, edit and backup accounts in Active Directory & Microsoft 365 
  • Monitor and respond to tickets relating to network connectivity, security alerts and backup jobs 
  • Implement effective problem-solving techniques and manage appropriate escalation 
  • Perform job duties while maintaining the absolute highest level of professionalism and customer service
  • Utilize internal applications to proactively monitor, identify, isolate, and resolve system problems to avoid impact to businesses 
  • Coordinate with vendors when necessary to resolve issues 
  • Determine severity of issues and prioritize resolution 
  • Document known recurring issues and resolutions for efficient handling of future incidents, including  automation of handling when possible 
  • This role includes assigned work of moderate to high complexity 
  • Must have dependable transportation 
  • Participate in on-call rotations 

Other Experience needed

  • 5+ years of experience in a fast-paced helpdesk supporting domain environments 
  • Microsoft Certs are a plus 
  • Proven PC hardware troubleshooting experience 
  • MS Server 2008 – 2022 experience; Windows OS 7/8/10/11; Android, and iOS support 
  • Helpdesk ticketing system(s) and incident lifecycle 
  • Utilizing remote tools for virtual support and troubleshooting 
  • Microsoft 365 Administration 
  • Anti-virus and malware identification and removal 
  • Troubleshooting DNS & DHCP 
  • Analytical thinking 
  • Ability to explain technology issues to end users and co-workers 
  • Strong written and verbal communication skills 
  • Time management skills 
  • Ticket resolution with a laser focus on efficiency & quality
  • Configuration & troubleshooting of business-grade routers, switches, firewalls and WAPs

 

Please apply at: applications@iconvergence.com