Level 1 - Support Technician

The Support Technician provides remote and onsite support to clients of Infotect Design Solutions.  Responsibilities include delivering superior customer service in a variety of technology scenarios requiring analytical and problem solving skills.  Client environments may range from small single office businesses to multi-site wide area networks of large companies.

The Support Technician will often take lead in initial support/ticket response and follow-through client communications.   While working with clients, the Support Technician must be effective with troubleshooting, problem solving, communication and situational awareness.  The majority of support work is performed remotely using software tools.  Periodic assignments will require travel to client sites to deliver services.  In regular communication and under the supervision of the Operations Administrator, the Support Technician will provide core services and monitoring to managed service clients.


Responsibilities:

  • Monitoring and technical support for client networks including computers, servers, switches, routers, firewalls and other specialty equipment
  • Support software solutions including Microsoft’s desktop and cloud product lines
  • Open, review, resolve, manage, close support tickets
  • Provide services via onsite appointments or remote system access/telephone/online session
  • Participate in delivery technology projects
  • Work as part of a team providing knowledge exchange and idea sharing
  • Assist management in the enhancement of products/services as needed
  • Train end users on the everyday use of their computers, servers and other network resources

Education, Certifications and Experience:

  • Experience with Microsoft desktop operating systems in domain environments required
  • Understanding of Microsoft Active Directory
  • Experience with Office 2010 or later required
  • Proficient PC and Network related troubleshooting skills
  • Ability to research solutions to various issues on web sites or using other technical sources
  • At least ONE Microsoft certification with server or equivalent product/application PREFERRED
  • Basic understanding of IP networks
  • Work requires physical effort in the handling of materials, boxes, and equipment.

Profile of Successful Candidates:

  • Ability to stay calm and focused under pressure
  • Professional demeanor and appearance
  • Good written, oral and interpersonal communication skills
  • Self-motivated, self-directed
  • Flexibility: task assignment, priorities, work environment
  • Open minded, desire to learn
  • Quick thinker, creative problem solver
  • Willingness to do some traveling within fifty miles of the Tampa, FL
  • Have reliable transportation and insurance
  • Decision making ability to establish priorities, credibility, and balance among priorities