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Mid LevelFull-timeRust
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for an IT Support Technician to join our team. This role focuses on providing technical support and resolving IT issues for clients.
Key Responsibilities
- →Target First Contact Resolution rate of 90%
- →Resolve tier 1 incidents without escalation
- →Triage incoming support calls
- →Create tickets for incidents and requests
- →Prioritize incidents preventing users from working
- →Accept escalated tickets
- →Onboard new users
- →Ensure tickets are actioned within SLA timeframes
- →Educate clients on best practices
- →Onboard new clients using Kaseya365
- →Maintain documentation
- →Identify and implement process improvements
- →Provide project support as required
Requirements
- ✓Minimum of 3 years of experience in a similar role
- ✓Highly proficient in tools such as AutoTask, Datto RMM, and IT Glue
- ✓Familiarity with IT service management tools
- ✓ITIL Framework certification is highly regarded
- ✓Ability to accurately log and maintain data in ticketing systems
- ✓Strong verbal and written communication skills
- ✓Excellent customer service skills
- ✓Excellent phone etiquette
- ✓Ability to multitask and manage time effectively
- ✓Strong problem-solving and troubleshooting abilities
- ✓Ability to work collaboratively with resolver teams
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