A TFE will:
- Perform remote troubleshooting through diagnostic techniques and pertinent questions to offer the best solution to the customer based on the nature of the issue and details provided.
- Assesses the issue to determine if on-site presence is required for resolution.
- Manage the standard ticket handling process and effectively use team resources to drive tickets to resolution, maintain performance metrics, and ensure customer satisfaction.
- Provide remote and/or on-site assistance with scoped projects.
- Occasionally also provide technical leadership to the team and organization.
- Maintain customer equipment to the highest standards.
- Walk customers through the problem-solving process as needed.
- Provide customers with the highest level of service by employing prompt responses and effective communication.
- Record events, problems, and resolutions in ticketing system.
- Manage customer tickets and use team resources to ensure customer satisfaction and ticket metrics are achieved.
- Represent Visual Edge Technology professionally to all involved parties including customers, prospects, and outside vendors or partners.
- Adherence and commitment to Visual Edge Technology Core Values.
- Timely and accurate completion of reports and documentation.
- Serve as an escalation point for the Service Desk via phone, chat, ticket, or email.
- Perform remote and onsite troubleshooting through diagnostic techniques and pertinent questions.
- Remediate and resolve various PC, network, and server issues remotely and/or onsite.
- Determine best solution based upon the issue and details provide by the customer and/or their end user.
- Escalate unresolved issues to the appropriate manager or team when clear path to resolution is not available.
- Assist with maintaining internal knowledgebase of network diagrams, documents, processes, and other items for various customers.
- Participate in on-going training and obtain relevant industry certifications.
- Be part of the after-hours emergency remote technical support on-call rotation. Emergency onsite dispatch on rare occasions.
- Provide technical expertise and assistance in a remote or onsite capacity with project implementation, onboarding, and offboarding tasks.
- Assist with developing, writing, and maintaining standard operating procedure documentation.
- Perform regular audits and reviews of customer networks to ensure proper security and stability.
- Provide technical expertise to Sales and Engineering teams regarding products and technologies to fit various customer needs.
- High School Diploma or GED.
- Minimum 2 years full-time experience working in a technology solutions environment.
- Must be able to lift up to 50 lbs,
- Must be able to climb a ladder up to 6 ft high.
- Must be comfortable standing for long periods and/or walking frequently.
- Must maintain a professional appearance at all times during working hours.
- Valid driver’s license, clean driving record, reliable transportation.
- Up to 60% travel. (Usually within 60-mile radius of home address. No out of state/country travel required.)
- Excellent written and verbal communication skills.
- Working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other technical products.
- Strong decision making and problem-solving abilities.
- Strong interpersonal and relationship building skills.
- Strong passion for customer service.
- Exceptional organizational skills and the ability to handle multiple tasks concurrently.
- Able to drive a vehicle from site to site to provide technical support for our customers. Milage reimbursement provided.
- Ability to learn quickly in a fast-paced environment.
- Proficient in English.
- Process oriented, with great attention to detail.
- Ability to multi-task.
- Good attention to detail.
- Ability to work independently and without constant supervision.
- Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
- Oral Communication - Speaks clearly and persuasively; Listens and gets clarification when necessary; Responds informatively to questions.
- Problem Solving - Identifies and resolves problems time efficiently; Gathers and analyzes information; Develops solutions; Uses reason.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives.
- Experience with Windows Desktop Operating Systems (Windows 7 and up).
- Experience using a ticketing and time management system.
- Experience with Microsoft Office Applications (Word, Excel, etc.).
- Experience with Line of Business applications (QuickBooks, MatrixCare etc).
- Basic to Intermediate Acronis and/or Synology experience.
- Basic to Intermediate Google Apps experience.
- Basic to Intermediate Hyper-V experience.
- Basic to Intermediate Cisco Meraki firewall, switch, and wireless troubleshooting experience.
- Basic to Intermediate WatchGuard Firewall troubleshooting experience.
- Basic to Intermediate Ubiquiti firewall, switch, and wireless troubleshooting experience.
- Microsoft 365 Fundamentals
- Microsoft MCSA 2012 or later
- Microsoft MTA Networking Fundamentals
- Microsoft Azure Fundamentals
- CompTIA ITF+
- CompTIA A+
- CompTIA Network+
- Cisco Meraki Solutions Specialist
- Ubiquiti UNS
- Ubiquiti UEWA
- Barracuda firewall (CGF01, or CGF04, or CGF09, or CGFPET1)