Job Type
Full-time
Description
About TechMD
TechMD is a leading provider of outsourced IT services, cybersecurity, communications, and distributed workforce solutions throughout the United States. As a customer-focused company, TechMD integrates the industry’s best technologies and practices for each customer’s specific needs. We also serve as an extension of our customers’ IT departments, enabling them to innovate and grow their business while helping protect them from the risk of cybersecurity threats. Headquartered in Endicott, NY, TechMD employs over 200 people throughout its six office locations. As the company continues to expand its footprint, we are constantly looking for talented individuals to support our growth.
We’re passionate about creating a great place to work for our employees. TechMD is committed to the development and advancement of all employees. We are a highly collaborative organization, and there are many opportunities to learn from your colleagues and advance your career. Work life balance is important to us. TechMD is committed to working with each employee individually to find a schedule that allows them to fulfill their responsibilities both inside and outside of work.
Position Overview
The Remote Operations Technician I primary responsibilities is to resolve tickets by priority of the Tier 1 queue. This is including but not limited to troubleshooting, coordinating and communication with customer points of contact to resolve their Tier 1 issues. A successful Level 1 Technician works closely with their Technical Team Leader and other members of the team to provide the best customer experience possible. Must be highly focused, comfortable in a fast-paced environment, and have excellent listening and critical thinking skills. This position is a 50/50 report to office/work from home job.
Primary Responsibilities
• Works tickets in order of priority and SLA from the Tier 1 ticket Queue.
• Uses time as effectively as possible to assess, plan and resolve Tier 1 issues.
• Communicates effectively with all necessary team members to resolve issues in a timely manner.
• Resolves issues on site as needed or scheduled by the dispatcher.
• Works closely with teammates and customers to relay critical information to and from your technicians and customers.
• Follows all Standard Operating Procedures for position, function, and TechMD.
• Performs miscellaneous job-related duties as assigned by the Technical Team Lead.
• Follows development plan as outlined by leadership.
• Appropriately documents/updates all information for changes in an infrastructure as changes are identified.
• Required to participate in on-call rotation per TechMD’s On Call Coverage Expectations for location(s) assigned.
Requirements
Skills and Experience
• Must have 1-3 years’ experience in a similar position.
• Must have Entry Level understanding of business systems and networking.
• Recommended at least 1 Entry Level certification. (ex. Net+, CCENT, MCSA) Desired Google IT Support Certificate
• Must demonstrate excellent customer service skills.
• Strong telephone and verbal communication skills are a must.
• Must thrive in a team environment and demonstrate effective team interaction.
• Must demonstrate the ability to effectively work independently.
• Must have strong organizational, priority and time management skills with the ability to multi-task.
Salary Description
$45,000 – $55,000