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DataPerk · 11 hours ago

Support Services Tier 1

Birmingham,AL,US

Full-time

Onsite

Entry Level

2+ years exp

DataPerk has been one of Alabama's premier technology solution providers for over 20 years. They are currently seeking a dynamic and customer-focused individual to join their team in the role of Support Services Tier 1, where the individual will play a crucial role in client support operations, managing tickets and ensuring timely service delivery.

Information ServicesInformation Technology

Responsibilities

Creating and managing tickets for client partners

Assigning tickets to the appropriate resources with precision

Ensuring timely and efficient handling of tickets, maintaining a high level of client satisfaction

Preparing technical schedules for our skilled technicians and forecasting workload for the upcoming 2 to 3 days

Exceptional customer service skills and the ability to collaborate across internal departments

Proficient in PC support, active directory, email setup, printer troubleshooting, basic cabling knowledge, and basic networking

Adaptability to changing environments and a proactive approach to problem-solving

Contact customers with a 'Waiting Customer' status to shorten the life cycle of ticket

Ensuring technicians are following their schedules

Be the first response within SLA timeline for all newly created tickets

Coordinate service calls with vendors

Keep updated log of loaned equipment

Facilitate return of warranty parts

Compare service timecards and work orders to service schedule

Effectively communicate with clients throughout the life cycle of ticket

Maintain company and client files according to our policies and procedures

Assist with managing Programming queue

Submit On-Call time off for techs

Navigate Windows 10+ environments and recognize the differences between versions, Join Computer to Domain, Create/Remove User Profile, migrate user profiles between machines, Map Shared Drives, Add Printers and Install Basic Runtimes and Software (Chrome, Adobe, etc.)

Add/Edit Users, Change Passwords, Add/Edit User Groups, Office 365 (Exchange)

Add/Edit Users, Change Passwords, Add/Edit User Groups, Create Shared Mailboxes

Install/Configure O365 email in Outlook, Apple Mail and mobile devices

Setup on Network and Add to PC, Scan to PC/Share, Scan to Email, Scan to Share, identify different UPSs and demonstrate the ability to install properly

Identify the different types of cabling (Fiber, Cat5-Cat7). Identify the basic tools and hardware required to cable (plates, biscuits, fish poles, etc.). Terminate Copper Cabling (Jack and RJ45) and Test and troubleshoot faults

Understand physical network infrastructure and cable troubleshooting, Identify and explain the differences between switches (managed, non-managed, layer 2/3, etc). Demonstrate an understanding of DHCP and DNS, and their role in network troubleshooting. Configure DHCP and DNS (Windows Server, Fortigate, Cisco, Meraki), Basic Fortinet OS navigation, firmware upgrades, SSL-VPN troubleshoot and client configuration. Basic Meraki controller navigation, SSL-VPN troubleshooting and client configuration. Basic Unifi controller navigation, wireless setup and troubleshooting

Navigate the Windows Server OS and demonstrate basic knowledge of server roles, Knowledge of Windows Server domains and troubleshooting, Demonstrate an understanding of server backups (Altaro), local and remote, Knowledge file sharing, drive mapping and server/client relationships, UPS Configuration and Deployment (PowerChute), NAS Configuration and Deployment (PowerChute)

Demonstrate the ability to install/troubleshoot ESET, Cisco Umbrella, and Sentinel One, Spam email review, PC Virus Cleanup

Navigate Ninja One platform, install agents, filter, and review managed devices, Microsoft service support, and understanding of engaging their support structure. Ability to coordinate with first- and third-party software vendors as needed. Complete managed service sheets/reviews. Perform On-Call Duties

Qualification

PC SupportActive DirectoryBasic NetworkingServer AdministrationEmail SetupPrinter TroubleshootingBasic Cabling KnowledgeSecurityService ManagementCustomer ServiceTechnical SchedulingTicket ManagementVendor CoordinationAdaptabilityProblem-SolvingCollaborationCommunicationTime Management

Required

Exceptional customer service skills and the ability to collaborate across internal departments

Proficient in PC support, active directory, email setup, printer troubleshooting, basic cabling knowledge, and basic networking

Adaptability to changing environments and a proactive approach to problem-solving

Creating and managing tickets for client partners

Assigning tickets to the appropriate resources with precision

Ensuring timely and efficient handling of tickets, maintaining a high level of client satisfaction

Preparing technical schedules for our skilled technicians and forecasting workload for the upcoming 2 to 3 days

Contact customers with a 'Waiting Customer' status to shorten the life cycle of ticket

Ensuring technicians are following their schedules

Be the first response within SLA timeline for all newly created tickets

Coordinate service calls with vendors

Keep updated log of loaned equipment

Facilitate return of warranty parts

Compare service timecards and work orders to service schedule

Effectively communicate with clients throughout the life cycle of ticket

Maintain company and client files according to our policies and procedures

Assist with managing Programming queue

Submit On-Call time off for techs

PC Support: Navigate Windows 10+ environments and recognize the differences between versions, Join Computer to Domain, Create/Remove User Profile, migrate user profiles between machines, Map Shared Drives, Add Printers and Install Basic Runtimes and Software (Chrome, Adobe, etc.)

Active Directory: Add/Edit Users, Change Passwords, Add/Edit User Groups, Office 365 (Exchange) Administration: Add/Edit Users, Change Passwords, Add/Edit User Groups, Create Shared Mailboxes

Email Setup: Install/Configure O365 email in Outlook, Apple Mail and mobile devices

Printer Troubleshooting: Setup on Network and Add to PC, Scan to PC/Share, Scan to Email, Scan to Share, identify different UPSs and demonstrate the ability to install properly

Basic Cabling Knowledge: Identify the different types of cabling (Fiber, Cat5-Cat7). Identify the basic tools and hardware required to cable (plates, biscuits, fish poles, etc.). Terminate Copper Cabling (Jack and RJ45) and Test and troubleshoot faults

Basic Networking: Understand physical network infrastructure and cable troubleshooting, Identify and explain the differences between switches (managed, non-managed, layer 2/3, etc). Demonstrate an understanding of DHCP and DNS, and their role in network troubleshooting. Configure DHCP and DNS (Windows Server, Fortigate, Cisco, Meraki), Basic Fortinet OS navigation, firmware upgrades, SSL-VPN troubleshoot and client configuration. Basic Meraki controller navigation, SSL-VPN troubleshooting and client configuration. Basic Unifi controller navigation, wireless setup and troubleshooting

Server Administration: Navigate the Windows Server OS and demonstrate basic knowledge of server roles, Knowledge of Windows Server domains and troubleshooting, Demonstrate an understanding of server backups (Altaro), local and remote, Knowledge file sharing, drive mapping and server/client relationships, UPS Configuration and Deployment (PowerChute), NAS Configuration and Deployment (PowerChute)

Security: Demonstrate the ability to install/troubleshoot ESET, Cisco Umbrella, and Sentinel One, Spam email review, PC Virus Cleanup

Service Management: Navigate Ninja One platform, install agents, filter, and review managed devices, Microsoft service support, and understanding of engaging their support structure. Ability to coordinate with first- and third-party software vendors as needed. Complete managed service sheets/reviews. Perform On-Call Duties