Internal Support Technician

The Internal Support Technician is responsible for serving as a central point of contact for customers and field Support Technicians by consistently delivering a positive customer experience in remotely performing diagnostic, troubleshooting and resolution activities of IT issues to proactively support and maintain network environments with minimal downtime and disruption to the customer.
Essential Job Duties:
§ Answers inbound telephone calls from customers to address routine IT related questions, as well as IT related issues involving computer desktops, laptops, and other related technology equipment and systems.
§ Uses the telephone and other remote tools in performing diagnostic and troubleshooting activities.
§ Assesses technical and customer service situations to identify the most appropriate resolution for the customer in order to maintain and support the network environment with minimal downtown and disruption to customer.
§ Diagnoses IT issues to identify problem sources and appropriate remedies for resolving IT issues.
§ Troubleshoots and implements remedies for resolving IT issues.
§ Assists onsite field technicians with diagnosing and troubleshooting IT issues.
§ Escalates, as appropriate, complex and non-routine IT issues to proper internal personnel.
§ Coordinates and completes monthly service checkups for customers.
§ Documents and reports activities performed to include, without limitation, scope of activity, method applied to remedy issues, vendor trouble tickets, and other related activity and resources.
§ Prepares and submits production activity and related reports for internal personnel, company management and customers.
§ Documents and reports utilization of time and allocation of hours in delivering customer-centric technical support and service to ensure accurate and complete billing to customers.
§ Assists in assessing, troubleshooting, diagnosing and resolving IT issues while onsite with field Support Technician.
§ Completes assigned duties and tasks during afterhours rotation, as assigned.
§ Verifies and maintains backup appliances for clients on a daily basis to ensure minimal interruption in data redundancy.
§ Demonstrates and applies proficient technical understanding and working knowledge to include, without limitation, operating systems, networking, desktop and laptop computers, and other related devices and systems.
§ Demonstrates and applies timely, professional and quality levels of service in order to create and sustain a positive experience for each and every customer.
§ Stays abreast of information technology industry trends, updates and related information in order to maintain proficient understanding and working knowledge in respective job function.
§ Consistently displays integrity, responsibility, accountability, teamwork and ethics.
§ Performs assigned job duties and responsibilities in accordance with company policies, procedures and standard practices.
§ Performs other duties as assigned.
This position requires frequent sitting, walking, standing, bending, stooping, reaching, lifting of objects up to 50 lbs., reading, seeing, speaking, hearing, listening, organizing, interpreting data and information, operating office equipment, typing using a computer keyboard, viewing a computer screen monitor, and use of a telephone, mobile phone, and other mobile devices. The working environment consists of an indoor climate-controlled setting the majority of the time, with occasional local travel requiring driving of an automobile and occasional exposure to an outdoor non-climate controlled setting.