Technician, Client Services

About the role

IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. The Technician, Client Services is part of the Managed Services team responsible for supporting one (or multiple) clients and handling inbound and escalated inquiries for the client’s products and services. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

Responsibilities

• Answering technical service calls and creating customer tickets.
• Must have excellent troubleshooting skills, be able to triage a customer's issue, getting to the root of the problem in a timely matter and document issue(s).
• Able to troubleshoot Internet connection issues, hardware issues and talking customers step by step through several processes
• Provides phone support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customer's satisfaction.
• Ensures creation of tickets and escalation to appropriate group(s).
• Provides remote hardware/software support, documentation, support logs and other related information throughout triage process.
• Analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
• Interact and work directly with multiple advanced technician groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time.
• Work regularly with the client’s internal service and project coordinators who assign tickets.
• Travel onsite to the client office as defined to provide services. Days not spent traveling will be