Let’s Work Together

Tier I Support Technician

This position is based in Malta, NY

LIFE at nfrastructure

At nfrastructure, we understand that our success results from our diverse workforce. nfrastructure nployees relish challenging projects working alongside technology’s best and the brightest. Our team members enjoy the freedom and support they receive to help our customers solve problems and capitalize on opportunities. Our work environments are designed to foster collaboration, creativity, excitement and success. We are a high-growth organization that counts many of the world’s most admired brands as customers. nfrastructure is a CRN Triple Crown winner, a member of the Fast Growth 150, Tech Elite 250 and Solution Provider 500, Inc.’s Build 100 List of Sustained-Growth Companies, Inc.’s 500|5000 list, and are recognized as both a Times Union Top Workplace and a Best Company to Work for in New York State.

The role: Tier I Support Technician

As the Tier I Support Technician you will be working between the Service Desk, EUC Workbench, and Desk Side Support. In this role you will have the responsibility of taking calls, providing first level remote support, resolving software/hardware/OS issues, request fulfillment and enterprise alert monitoring.

Responsibilities:

• Primary contact persons for end users who contact the Helpdesk for level one remote support via phone, email or company chat application
• Incident Management responsibilities including:

• Documenting the issue appropriately
• Prioritization based on pre-defined business Service Level Agreements
• Categorizing to reflect the proper impacted service(s)
• Resolve the issue as complete or escalate (to level 2 or level 3 support tiers) as needed

• End-to-end ownership and tracking of Incidents and Service Requests
• Request fulfillment duties including:

• Hardware and accessory orders
• Mobile devices
• VPN (remote access) requests
• User account tasks (creations/modifications)
• Mailing/Distribution lists
• Enterprise monitoring of critical systems and ensuring alerts are acknowledged and/or escalated accordingly

Preferred Qualifications

• Basic Windows 7 and Windows 10 troubleshooting skills
• Basic Unix and Windows administration and support
• Basic understanding of accounts and access rights including:
o Application, administrator and elevated accounts
o Account management with Active Directory
• Basic Network troubleshooting skills including:
o Audio/Video/presentation equipment
o Voice Over IP phone systems
o Wired/Wireless networking support
o VPN remote access assistance
• Ability to use remote support tools such as Remote Assistant or other such methods

Required Qualifications

• High level of interpersonal skills
• Ability to work with daily competing priorities presented
• Strong communication skills
• Strong documentation skills
• Proper telephone etiquette
• High level customer interaction skills
• Basic PC/Notebook Hardware & Software troubleshooting/testing
• Well Trained on ITSM Service Desk tools
• Demonstrated ability to manage multiple priorities
• Follow through on projects to completion
• Ability to effectively log calls into ITSM tool with incident symptoms based upon triage with end-user
• Other duties as assigned

About nfrastructure:

nfrastructure partners with the world’s most admired brands to design, build, and operate infrastructure and applications for digital business. Our insight, execution, and results culture, world-class engineering talent, on-site technical service in every major market, tightly integrated high-availability remote support and our innovative, proprietary “nterprise” software platform delivers a highly differentiated value proposition for our customers and partners.

More information about nfrastructure can be found at www.nfrastructure.com

Apply for this job or another online today at www.nfrastructure.com/company/careers