Tekmanagement

As a System Support Technician I, you will play a key role in ensuring the seamless operation of our Client’s IT systems by providing first-level network support. You’ll also be working closely with more experienced team members, learning from them, and gradually expanding your own skill set. The System Support Technician I is a fulltime position of 40 hours per week providing services during our support hours of Monday – Friday 7AM to 5PM due to the time periods of when our customers will need Tekmanagement assistance the most. The System Support Technician I will report directly to the Tier 1 Team Lead.

ABOUT THE JOB

SYSTEM SUPPORT TECHNICIAN IRESPONSIBILITIES – TECHNICAL SUPPORT:• Use the Tekmanagement systems and tools to perform responsibilities.• Use the Tekmanagement process protocols for performing duties the Tekmanagement way. When in doubt, ask for help to solve customer issues.• Provide first-level network support, troubleshooting connectivity issues, and escalating complex problems to senior team members. • Support printer-related issues, including setup, configuration, and troubleshooting of printers across the organization.• Assist in the management of user accounts, including creating, modifying, and deleting users per company policies.• Support the deployment and maintenance of RDS environments.• Help manage and optimize Azure environments under the guidance of senior team members. • Utilize your knowledge of Hyper-V, failover, BDR, PowerShell, and other relevant technologies to resolve client issues. • Identify opportunities to automate tasks and enhance efficiency, thereby improving our service delivery.• Provide remote support to users sometimes in remote offices or home office setups. • Accurately document problem resolutions in ticketing system, knowledge bases, troubleshooting manuals, and procedures. • Ensure tickets are accurately documented and resolved in a timely manner. • Collaborate with team members on assigned projects and service requests, including teams, emails, and ticketing systems. • Maintain and update online documentation repository as needed.• Support the team framework set up by management in carrying out assigned tasks.COMPETENCIES:• Customer Service: Ability to offer support to your co-workers and customers. Providing good customer service means being a reliable partner to our customers and to Tekmanagement according to the Tekmanagement way. • Effective communication: Convey vital information to employees, management, and customers. Being able to collaborate with customers and team members to improve overall customer experience. Communicate with Account Manager on all customer inquiries.• Conflict Resolution: Handles disagreements between customer and team members and interdepartmental disagreements. Ability to work effectively under stress and remain calm, and to calm other people during rapidly changing situations. • Adaptability: Respond to customers’ needs and changes within the company to improve the customer experience.• Multitasking and Prioritization: Attention to detail and accuracy while having a positive attitude and keeping enthusiasm. Able to rightly understand how to prioritize workload based upon Tekmanagement’s prioritization model and training.• Critical Thinking: The ability to think objectively and challenge assumptions when appropriate.• Problem Solving: Exercise advanced problem-solving skills to identify, analyze and resolve issues that arise during a project or situation.• Technical Proficiency: Deep knowledge of Tekmanagement’s products and services including computer hardware, software, and operating systems. Proficient in networking concepts and troubleshooting, with experience using command prompts and PowerShell. When in doubt, ask for help to solve customer issues.• Interpersonal Skills: Build relationships within your team to improve collaboration and success. Having the insight into your coworkers, supervisors, or customers’ personality to do your job more effectively. Basic ability to use negotiation skills to discuss and reach an agreement with coworkers and customers professionally. Developing Practice a cooperative approach to work well with others. Motivative individuals who inspire others and take charge when needed.CHARACTER:• Integrity and Honesty: Shows ethical behavior and transparency in all actions, even when no one is watching.• Humility: Practice humility with all. Know your abilities, defer to others more capable, seek input, and receive guidance.• Cheerfulness and Uplifting Attitude: Supports a positive and encouraging demeanor, fostering a pleasant work environment.• Compassion and Service-Minded: Shows genuine care for customers and team members, prioritizing their needs and well-being.• Consistently Positive: Inspires and guides the team with a clear vision, leading by example.• Self-Motivated and Hard-Working: Takes initiative and consistently puts in the effort to achieve goals.• Results-Oriented: Focused on achieving measurable outcomes and driving the success of Tekmanagement.• Accountability: Practices personal and team accountability.• Protectiveness: Protects the people, the brand, the assets, and the reputation of the company.• Golden Rule: Treats others the way you want others to treat you.• Dependable: Proves they have the character to be reliable, steady and trustworthy. Your teammates can count on you to do your job correctly and on time.• Empathy: Has the ability to take on another’s perspective, to understand, feel, and possibly share and respond to their experience.

RESPONSIBILITIES

• Use the Tekmanagement systems and tools to perform responsibilities.
• Provide first-level network support, troubleshooting connectivity issues, and escalating complex problems to senior team members.
• Support printer-related issues, including setup, configuration, and troubleshooting of printers across the organization.
• Assist in the management of user accounts, including creating, modifying, and deleting users per company policies.
• Support the deployment and maintenance of RDS environments.
• Help manage and optimize Azure environments under the guidance of senior team members.
• Utilize knowledge of Hyper-V, failover, BDR, PowerShell, and other relevant technologies to resolve client issues.
• Identify opportunities to automate tasks and enhance efficiency, thereby improving service delivery.
• Provide remote support to users sometimes in remote offices or home office setups.
• Accurately document problem resolutions in ticketing system, knowledge bases, troubleshooting manuals, and procedures.
• Ensure tickets are accurately documented and resolved in a timely manner.
• Collaborate with team members on assigned projects and service requests, including teams, emails, and ticketing systems.
• Maintain and update online documentation repository as needed.
• Support the team framework set up by management in carrying out assigned tasks.

QUALIFICATIONS

• Customer Service: Ability to offer support to co-workers and customers.
• Effective communication: Convey vital information to employees, management, and customers.
• Conflict Resolution: Handles disagreements between customer and team members and interdepartmental disagreements.
• Adaptability: Respond to customers’ needs and changes within the company to improve the customer experience.
• Multitasking and Prioritization: Attention to detail and accuracy while having a positive attitude and keeping enthusiasm.
• Critical Thinking: The ability to think objectively and challenge assumptions when appropriate.
• Problem Solving: Exercise advanced problem-solving skills to identify, analyze and resolve issues.
• Technical Proficiency: Deep knowledge of Tekmanagement’s products and services including computer hardware, software, and operating systems.
• Interpersonal Skills: Build relationships within your team to improve collaboration and success.

ELIGIBLE SERVICE BRANCHES

All Services

PROGRAM COST

0

OTHER

n/a