Support Services Technician I
Pileus Technologies LLC
- Wichita, KS
- Permanent
- Full-time
- Remote Support: Respond to service calls and provide technical assistance to employees at client locations.
- Troubleshooting: Diagnose and resolve hardware, software, and network issues promptly.
- Updates and Security: Perform service pack, hot fix, and security updates for servers, workstations, printers, and network hardware (routers, switches, firewalls).
- Customer Service: Deliver exceptional customer service, ensuring client needs are met and expectations exceeded.
- Monitoring Tools: Utilize monitoring software/hardware (RMM, PSA, custom applications) to maintain client network infrastructure.
- Documentation: Thoroughly document actions taken during problem resolution following company policies.
- Effective Communication: Understand client technical issues and provide appropriate solutions.
- Collaboration: Work closely with team members and departments to achieve client satisfaction and issue resolution.
- Adherence to Standards: Perform assigned responsibilities safely and efficiently according to established practices.
- Billing Efficiency: Aim for monthly billing reflecting 75% or more productivity within approximately 170 business hours.
- Professional Development: Commit to ongoing self-training to stay current in the field.
- Technical Skills:
- Proficient in troubleshooting Windows and macOS operating systems.
- Familiarity with networking concepts (TCP/IP, DNS, DHCP).
- Basic knowledge of hardware components (desktops, laptops, printers).
- Soft Skills:
- Excellent communication and interpersonal skills.
- Detail-oriented and organized.
- Ability to work independently and collaborate with team members.