Careers

REQUIREMENTS

• Excellent understanding of network architecture and infrastructure (DHCP, DNS, Active Directory)
• Server hardware, configuration and management: HP, Dell
• Microsoft: Active Directory / Azure, Domain Controller, Group Policy, Windows Server OS
• Firewall: SonicWall * WAP Configuration and Management *Backup technologies
• Document Clients’ Network Diagrams using Visio
• Assist Level 1 technician, as needed

REQUIREMENTS

• New laptop/desktop configuration for Microsoft Windows 10 and Office
• Microsoft Office 365 Portal and permissions, and handle email setup/deletions
• Troubleshoot computer, printer, email, internet, and other end-user issues
• Troubleshoot network connectivity, wired and wireless
• Assist Level 2 engineer, as needed

KEY SKILLS

• Face to face and phone-based end user support
• Manage/escalate clients’ tickets via online monitoring dashboard: ConnectWise, LabTech
• Update timesheet in detail throughout the day for each client task
• Excellent oral and written communication skills
• Great problem solving and troubleshooting skills
• Ability to lift up to 50 pounds.

PREFERRED BUT NOT REQUIRED

• Proficient in Visio to document Clients’ Network Diagrams
• Ticketing System and Remote Monitoring Tool (for e.g., ConnectWise)
• Remote Access Tool (for e.g., TeamViewer, LogMeIn)

EDUCATION

• An associates’ degree (or higher) from an accredited school is preferred but not required

Service Board Coordinator/Tech Dispatcher to provide timely scheduling of our technicians/engineers for remote sessions or onsite service for our Greater Philadelphia business clients. Monitor our Service Board and process service tickets submitted by or requested by our clients, monitor status of tickets with our help desk technicians until completion, and communicate accordingly with the client throughout the process to ensure the service ticket has been resolved in a timely fashion and the client is satisfied. Ensure our technicians are updating and closing their tickets through the Service Board in a timely fashion. Coordinate and escalate our clients’ tickets via our Service Board and notify the manager for input if required.

ADDITIONAL DUTIES

• Provide support to the manager on procurement tasks by working with vendors to compile estimates to clients on hardware/software purchases, work with the manager to ensure completed purchase order cycle and procurement to key vendors once clients approve estimates, and ensure our bookkeeper processes payment from clients before our techs are scheduled for onsite.

REQUIREMENTS

• Update timesheet in detail throughout the day for each client task, with a final update to show “Resolution” of the ticket to the end-user client. Top-notch time management and prioritization skills.
• Great organizational skills, with excellent geographic knowledge of Greater Philadelphia suburbs for scheduling appointments for our technicians who travel to our business clients’ offices.
• Excellent experience in using a computer, including Internet research, sending/receiving emails, use of Microsoft Office products.
• Excellent communications skills – both written and verbal, with a significant amount of phone answering.
• Professional attitude and appearance.
• Ability to lift up to 50 pounds.

PREFERRED BUT NOT REQUIRED

• Remote Monitoring Tool (for e.g., ConnectWise)

EDUCATION

• Associates’ Degree (or higher) from an accredited school is preferred.