Technical Support Specialist

Technical Support Specialist

Deep Blue Data LLC is a Total IT Solutions Provider, primarily offering Managed Services, Cloud solutions, Access, and Professional Services to Small multi-location and Small to Medium Sized Businesses (SMB). Our solutions are made up from higher quality products, brought down market using a cloud strategy so that smaller companies can experience what larger Enterprise companies use without paying the heavy price tag that these larger organizations are able to afford. Deep Blue Data offers support through a team approach, not an individual, allowing for a more expert experience in designing solutions and solving problems. Deep Blue Data is often contracted as the outsourced, expert IT resource for businesses without an Internal IT staff. We are equally equipped and contracted by customers who have an inhouse IT staff, to provide consulting expertise on identified technology projects or challenges.

Position:

We are looking for a Support Technician to support our customers by providing remote and onsite technical support and management of their IT systems and services. The Support Technician will also be responsible for the provisioning and management of Deep Blue Data services and be an active participant on customer projects. This position requires the ability to engage with customers to provide fast and friendly technical support and customer service.

Duties:

• Respond to incoming customer requests via phone and email
• Provide status on customer’s projects and issues and follow up with customer to ensure resolution of projects and issues
• Monitor and investigate incoming alerts
• Provide technical assistance and support to customers for issues related to computer systems, network equipment, and cloud services
• Resolve technical problems with customer desktops, servers, network, phone systems, and miscellaneous IT equipment
• Perform maintenance on computer systems and network equipment
• Provision and deploy computer systems, network equipment, and cloud services
• Process customer user account onboarding, changes, and offboarding
• Document computer systems, network settings, and critical IT information
• Document technical procedures and troubleshooting and resolution information
• Engage with customers both remotely and onsite

Technical Skills Required:

• Microsoft Windows Desktop and Server OS
• Desktop, Laptop, and Server hardware
• Apple equipment, i.e. MacOS, IoS
• Data networks: Ethernet, IPv4, IPv6, DNS, DHCP, switches, routers, firewalls
• Cloud Services: Microsoft Office 365, Google G Suite, Dropbox
• Microsoft Server Technologies: Active Directory, Group Policies, File and Printer sharing, Remote Desktop services, Hyper-V

Soft Skills:

• Customer service experience
• Communication skills
• Problem solving and critical thinking
• Motivated independent worker
• Multitasking with ability to identify and prioritize critical tasks

Technical Skills Nice-to-Have:

· Automation scripting: VBScript, PowerShell, Batch

· Cloud Computing Service: Azure, Amazon Web Services

· Technical Certifications
Related keywords: it support, information technology, it, technical support, help desk, desktop support

Job Type: Full-time

Pay: $32,000.00 - $40,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
Most of our business is remote. If we have to go to a customer site, every precaution is taken to ensure the safety of our employees and customers.

Education:

• High school or equivalent (Required)

Experience:

• Desktop support: 1 year (Required)
• Active Directory: 1 year (Preferred)

Work Location:

• Multiple locations
• Fully Remote
• On the road

This Job Is:

• A job for which all ages, including older job seekers, are encouraged to apply

Company's website:

• www.deepbluedata.com

Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible

COVID-19 Precaution(s):

• Remote interview process
• Personal protective equipment provided or required
• Temperature screenings
• Social distancing guidelines in place
• Virtual meetings
• Sanitizing, disinfecting, or cleaning procedures in place