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Form of workJob Description
Overview
BrightFlow Technologies, one of the Carolinas’ premier MSPs, is seeking an experienced and hardworking Support Technician. BrightFlow Technologies has been supporting the Charlotte area for nearly a decade and has built a solid reputation of fast, friendly, and reliable support. Our combination of professional support coupled with a casual environment for our technicians and engineers makes BrightFlow a fun and challenging environment to take your skills to the next level.
BrightFlow's Support Technicians are a critical component to our continued success. Our technicians will field all inbound calls from our clients, along with being the first to act on support tickets. Customer service and a positive attitude is paramount, along with a keen technical mind and the ability to diagnose the client’s issue quickly.
RESPONSIBILITIES & TASKS
Customer service
Providing a first point of contact for customers through our helpdesk, be that via phone, email, or ticket
Triage all service support calls while adhering to our internal protocols and escalate any issues as needed
Provide the Client with basic remote troubleshooting
Delight our Clients with a Friendly, Quick and Helpful Experience
Use of our ticketing system
- Use our Ticketing System (FIFO, SLA based) to work on and resolve Helpdesk Tickets & Service Requests
- Managing and recording all work though our Ticketing System
- Make sure that Client Documentation is well maintained
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets aren’t “stale” throughout the process
Use of our monitoring and management tool (RMM)
Review RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes
PROJECT WORK
From time to time the projects team will need additional resources to help deliver projects either on site or remotely
When opportunities arise the Support Technician may be required to help with project delivery
Assist with Web and VoIP projects
Communication, Reporting & risk
- Escalate tickets that require Senior Technician support
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Identify, Communicate and Mitigate potential risks to the Project Manager and Clients
TEAMWORK
- Follow the schedule provided by the Project Manager
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasksFollow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute to the process of innovative change effectively
- Undertake other duties as required by the Project Manager or CTO
SKILLS AND ATTIBUTES
Required
- 1-2 years of client facing helpdesk support
- Bachelors or Associates degree or equivalent work experience with updated and valid certifications
- Strong understanding of operating systems, business applications, printing systems and network systems
- An understanding of support tools, techniques and how technology is used to provide services
- Knowledge of IT Applications, Software & Hardware
- Ability to simplify IT to clients through verbal and written correspondence
- A love of (and ability to) Solve Problems & Challenges
- Great Communications skills, founded in being a good listener
- Must be able to type quickly and accurately while talking on the phone
- The ability to keep up with & adapt to the fast-paced IT world
- A deep desire to deliver an amazing Client Experience
- Driver's license
Nice to have
- Basic to intermediate understanding of AD, DNS, CLI
- Experience using a Ticketing system / RMM Tool and PSA software
- Experience working with any or all the following software/hardware: Standard Managed Services RMM and PSA tools
- Understanding the OSI model, VLAN technology, and NAT configurations.
- CompTIA Certifications such as A+, Network+, Security+ and/or Server+ with relevant practical experience
- Experience and knowledge of working with the Microsoft 365 Platform
- 2+ years' experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business
Perks
Health / Dental / Vision and PTO after 90 days
Company laptop & cell phone and use of company vehicles
Fully stocked kitchen and your favorite snacks
An easy-going environment and culture (we all enjoy what we do)
The flexibility to work from home (we run a Hybrid office)
A Proactive Approach to Ongoing Training to help you develop life-long skills
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