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Veracity Technologies · 3 days ago

Support Services Technician

Minnetonka, MN

Full-time

Onsite

Entry, Mid Level

2+ years exp

Veracity Technologies is an IT Professional Services organization that helps small businesses optimize their technology. As a Support Services Technician, you will serve as the primary contact for reactive support, managing client expectations and resolving issues through various communication channels while ensuring service level agreements are met.

Information TechnologyIT ManagementNetwork SecurityProject Management

Responsibilities

Manage our clients’ expectations

Keep clients updated while their issues are being resolved

Work reactive issues via phone, email, & support portal through our “Reliant+” Service Board

Escalate reactive issues that cannot be resolved in a timely manner or require additional assistance to our Service Manager

Perform diagnosis on workstations

Process warranty repairs

Process new computer setups for deployment to clients

Meet our SLA goals for the Service Tickets

Escalate issues that cannot be resolved remotely

Simple moves/adds/changes

Make recommendations to streamline our services & support

Any other duties assigned from the Management Team

Qualification

Managed Services Provider experienceDesktop operating systemsServer operating systemsMicrosoft Office 365 administrationActive Directory User ManagementMDM management via IntuneJamf managementCloud user managementPrinter troubleshootingTicketing system experiencePhone supportTask managementTime managementProblem solvingTeam player