IT Helpdesk Technician

**About Skytel**

Skytel Networks is a customer service focused, technology solutions company, specializing in all aspects of leveraging technology to support business needs. Our focus is on building relationships with our customers to better understand their requirements and introduce them to solutions which will increase their profitability, create efficiencies, and streamline their operations.

Our skilled technicians can assist regardless of the path taken, On-prem, Cloud or Hybrid we will provide guidance and introduce industry best practices along the way. With the help from our strong partner network, Cisco, Lenovo, Microsoft, Eaton our customers can expect best of breed solutions.

Skytel Networks is trusted by hundreds of partners and thousands of end customers.

One of the keys to this trust is our commitment to accountability. We persistently monitor and analyze our performance and we do not hesitate to initiate action when required to ensure results.

This focus on continual improvement and customer experience is all about accountability - we own the outcome, always.

**Position Overview**

The Tier 1 Help Desk Technician position’s primarily responsibility is to provide first level support to

**Key Tasks and Responsibilities**
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Basic remote access solution implementation and support: VPN, Terminal Services,

Automate Control
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- System documentation maintenance and review in ConnectWise
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

**Support Queue**
- Accept cases from the support queue
- Remotely assist clients with support needs, travel onsite if required
- Clearly communicate status on problems as well as resolution
- Clearly document all tasks
- Maintain high customer satisfaction

**Computer Repair and Maintenance**
- Virus/Malware issues
- Network scanning/printers
- Network connectivity o Wired o Wireless o DHCP o Subnets o VLANs
- Smartphone management o Active sync

▪ Troubleshooting
- User management o Microsoft Active Directory

▪ Add/Change/Delete

▪ Network file permissions

▪ Create distribution lists

▪ Security Group concepts
- Backups o Management of customer backup software o Remote Backup Solutions o Local Backup Solutions o Restore files including VSS previous version restores

**Additional Duties and Responsibilities**:

- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Ability to work in a team and communicate effectively
- Escalate service requests that require engineer level support
- Responsible for entering time in ConnectWise as it occurs
- Enter all work as service tickets into ConnectWise
- **Knowledge, Skills, and/or Abilities Required**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Minimum one year relevant experience working as an outside support resource or two years relevant experience working as an internal support resource
- Two-year degree, or active pursuit of a two-year degree
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Diagnosis skills of technical issues
- Ability to multi-task and adapt to changes quickly
- Technical awareness: ability to match resources to technical issues appropriately
- Service awareness of all organization’s key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast moving environment
- Basic understanding of networking principles: o Client Server networking o TCP/IP

▪ Routing

▪ DNS

▪ DHCP

▪ the Internet o Switching
- Basic knowledge of CAT5\6 wiring
- Basic knowledge of wireless security and wireless client configuration
- Entry level knowledge of Active Directory o Ability to perform basic user account administration
- General knowledge of server maintenance tasks: o Backup software monitoring and troubleshooting o Disk defragmentation o Event log review o Hardware monitoring tool review
- Corporate antivirus software experience
- Spyware removal experience
- Troubleshooting fundamentals o Ability to break problems down and use a logical process of elimination
- Firm understanding of desktop hardware o Ability to diagnose hardware problems. o Familiarity with desktop hardware diagnostic tools o Understanding of RAID
- Ability to follow complex detailed instructions to accomplish more complex t