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enkompas Technology Solutions · 3 weeks ago

Infrastructure Technician 1 - Remote

United States

Full-time

Remote

Entry Level

$45K/yr - $45K/yr

2+ years exp

Enkompas Technology Solutions is an IT Managed Services Provider dedicated to delivering comprehensive solutions to clients. The Infrastructure Technician 1 role involves addressing technical issues, providing excellent customer service, and collaborating with colleagues to resolve incidents efficiently.

ConsultingCyber SecurityInformation Technology

Responsibilities

Work on your pending tickets, and assist others as needed/capable from inbound calls

Address incidents from oldest to newest (by priority)

Provide excellent customer service

Consistently complete the call script and resolve client issues

Adhere to specific documentation and escalation processes and procedures

Complete initial troubleshooting steps and procedures. Then provide detailed notes and documentation to the next tier of the help desk team

Effectively collaborate with colleagues to identify and resolve technical issues

Meet professional and continuing education goals as outlined in Performance Reviews

Acquire required certifications

Qualification

IT help desk experienceMicrosoft Office 365Technical certificationsEnd User SupportTroubleshooting skillsMultitaskingCollaborationCommunication skillsProblem solvingSelf-motivated

Required

Work on your pending tickets, and assist others as needed/capable from inbound calls

Address incidents from oldest to newest (by priority)

Provide excellent customer service

Consistently complete the call script and resolve client issues

Adhere to specific documentation and escalation processes and procedures

Complete initial troubleshooting steps and procedures. Then provide detailed notes and documentation to the next tier of the help desk team

Effectively collaborate with colleagues to identify and resolve technical issues

Meet professional and continuing education goals as outlined in Performance Reviews

Acquire required certifications

Collaborative: Work with our clients to gather information to provide the best solution to their IT problem. Collaborate with colleagues to learn new IT skills and provide the best solutions to the client. Assist with higher level tickets and mentor colleagues with lower-level tickets

Positive Attitude: -Must maintain a positive attitude, and act in a professional manner with colleagues and clients

Good Communicator: Must have excellent verbal and written communication skills

Good Listener: Must have great investigative, research, and troubleshooting skills

Self – Motivated: Must work independently to meet strict SLA and project deadlines, while providing timely updates to Management when necessary

Problem Solver: Must be able to read and react in a high-stress environment. Must be able to identify critical issues and follow due process to escalate/resolve

Multitasker: Must be able to prioritize and balance tasks while taking incoming calls and using between 2 – 5 software programs at a time

Professional: Must be comfortable working onsite (face to face) with customers, where proper professional dress is required

Open to Professional Growth: Must be willing to earn additional certifications that enkompas will pay for

Must carry personal auto insurance as required by law

Must carry a valid driver's license

Must have a personal, secure, and reliable internet connection