IT Client Support Team - Level II

MicroTech Systems is looking for a Technical Support Specialist to join our team in our Boise, Idaho office. This person will provide technical guidance and support to our clients.    

The ideal candidate will have a strong technical background, solid analytical skills, and proven problem-solving experience. The ideal candidate will use their interpersonal skills to communicate with clients and provide a solution to their technical problems quickly and professionally.  Troubleshooting will involve both onsite and remote work. Professionalism is a priority.

Responsibilities: 

• Diagnosing and resolving advanced issues for a wide variety of applications, operating systems, and equipment such as installation, configuration, optimization, upgrading, troubleshooting, and maintenance of network hardware and software components.
• Providing technical assistance and solutions to clients.
• Collecting specific and detailed information from reference sources, software utilities, or clients.
• Performing advanced troubleshooting of networks, servers, desktops/laptops, and line of business applications.
• Utilizing the Service Desk ticketing system to document all work, progress, and resolutions.
• Ensuring tickets are promptly assigned and processed.
• Ensuring ticket worklogs are continuously updated while being worked, and final resolution(s) provided within all completed tickets.
• Contacting clients and resolving issues within SLA timeframes.
• Following up with clients to ensure accurate solutions and client satisfaction before closing each ticket.                                                                                                   

 Requirements:

• Bachelor's degree (or the equivalent level of experience within IT) is preferred.
• MSP experience preferred
• Five years minimum of related IT support experience - including but not limited to:
  • Office 365 installation / configuration / administration / troubleshooting
  • Microsoft Windows Server / Active Directory / configuration / administration / troubleshooting
  • Microsoft Exchange
  • Scripting knowledge and experience
  • PowerShell knowledge
  • Hypervisor understanding / administration
  • Advanced installation, maintenance, troubleshooting of various backup solutions
  • Advanced desktop, server, LAN and WAN troubleshooting and maintenance
• Technically savvy with strong time management skills
• Experience troubleshooting issues and achieving solutions
• The ability to explain to a non-technical person in a way they will understand
• Maintain a high degree of professionalism
• Maintain superior client relations

About MicroTech Systems:

MicroTech Systems is a professional IT Managed Service Provider (MSP) dedicated to helping people feel secure so that we can all grow together!  Our employees enjoy a work culture that promotes our core values first and foremost:   Integrity First, Build Trust, Own It, Never Give Up, and Customer Service Above All Else. 

We are looking for high energy individuals who are motivated and interested in making a long-term commitment to excellence.

MicroTech Systems offers a competitive benefits package to employees, including; health care, paid time off and holiday time, 401k matching and professional development. Salary dependent on experience.