Help Desk & Inside Technician

On January 31st, 2017, posted in: Ontech News by Comments Off on Help Desk & Inside Technician

IT support tech jobsPosition: Help Desk & Inside Technician
Job Location:
Menomonee Falls, Milwaukee, WI
Start Date: Immediate
Work Hours (i.e. shift): 8am – 5pm

Salary/Benefit Notes: Salary commensurate with qualifications and experience. Profit sharing opportunity by invite based on productivity and merit. Benefits include company matched retirement plan, health, dental, life and disability insurance, yearly company retreats, flexible, friendly, team environment, paid time off, paid holidays, ongoing training, company outings and team-building activities.

Join our team!  Ontech is seeking a qualified, motivated individual to add to our talented consulting group.

Summary:

Essential Duties and Responsibilities will include the following:

*Duties may be modified or additional duties assigned.

  • Understand and adhere to all company policies outlined in the Ontech Employee Handbook and support the mission and values of Ontech.
  • Meet attendance standards and work productively with team members.
  • Ensure a clean and orderly work area.
  • Bring positive attitude to work each day

At Ontech, customer satisfaction is paramount.  Customer service begins and ends with our staff.  We believe that, while IT can be a demanding field, it is important that our employees maintain a healthy balance of work versus leisure and family time.  Ontech provides a flexible, team-oriented environment with regular company outings and team-building activities.

Billable Hours Expectation: 4-5 hours per day

Work is performed during normal business hours, Monday – Friday 8am to 5pm. After-hours support, weekend project work, and responding to after-hours calls is not required.

Responsibilities:

Daily Tasks

  • First responder to customer and NOC support requests received via telephone, email, chat and/or ticket
  • Respond to customers via telephone, email/ticket to establish contact, set priority, establish next steps
  • Create a ticket, find available technician, assign ticket, and follow-up to ensure timely resolution
  • Dispatch new & existing support requests to consultant team as needed
  • Actively review open/overdue tickets and pro-actively reach out to technicians. Proactive reach out starts with phone call to technician
  • Address items as needed either by addressing on own or escalating to inside technician
  • Monitor and Manage Alerts Mailbox
  • Ensure Backup Notifications are being reviewed and responded to
    • Create tickets for failed backups and assign primary technician
    • Follow through on tickets to ensure they are being completed
  • Monitor virus alerts and ensure proper steps are taken to cleanup infections or make exceptions
  • Review open items from previous day and follow up as needed
  • Fill out Excel Spreadsheet of previous day’s call log with issue tracking updates
  • Ticket System Queue Management
    • Monitor all applicable ConnectWise queues and respond accordingly
    • Update ticket with notes for primary techs
    • Follow-up with technicians and ensure overdue tickets are being completed
      • Escalate to Technical Service & Personnel Manager as needed
    • Daily meeting with Tech Manager (phone or in office)

Technical Support Tasks

  • Assist with customer passwords reset request and user setups
  • Assist with PC setup and configuration (in office) to assist technical consultants
  • Provide basic PC Troubleshooting assistance
    • Configure mail clients (Outlook/Phone/Other)
    • Virus/PUP remediation
    • General Slow performance
    • Correct failed domain trust relationship
    • Printer connection support
    • Basic firewall configuration changes
    • Software Restriction policy assistance when installing software
  • Assist in monitoring RMM portal under direction of Cloud Services Manager
    • Monitoring patching
    • Monitor outage reports
    • Assist in adding additional monitoring to existing RMM clients (SNMP, PING, etc.)

Additional Tasks

  • Cloud Solution Provider (CSP) Team Member
    • Work on CSP migration tickets and ensure completed on time and accurately
    • Assist with conversions and new setups, communicate changes to customer, primary tech, and sales team
    • Meet and work with Cloud Services Manager to ensure sites are being handled properly
  • Managed Services Team Member
    • Helpdesk Onboarding assistance
    • Assist Cloud Services Manager with site creation
    • Created and configure Managed Services Sites
    • Notification Setup, Assign Reports and Alerts
    • Meet and work with Cloud Services Manager to ensure sites are being handled properly

Ontech is an Equal Opportunity Employer; Minorities/Women/Veterans/Disabled. Ontech believes that diversity leads to strength.

apply now

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