ROLE: Support Technician

ROLE DESCRIPTION: The Support Technician is responsible for managing inbound support requests.  Completing tickets in a timely manner and documenting all activity within each ticket.  A Support Technician will work directly with the customer and our Technical Support Center team to receive, troubleshoot and resolve tickets. Support Technicians are dispatch-able resources meaning they could be required to visit the client location. They are responsible for keeping the client and Account Manager up to date on ticket status.  If tickets sit outside the scope of the contract, they will escalate to the Account Manager to address with the client.  Communicating effectively to internal and external resources to support TBG client base is a top priority for the Support Technician, as well as ensuring SLAs are met.  Support Technicians are accountable for seamless service operation to ultimate customer satisfaction.

TEAM VALUES:

• Deliver Perfection - _We are EXCEPTIONAL professionals.  _Whether working with the customer, or internal stakeholders, always strive to deliver a superior experience.
• Know Your Trade - Become the expert in your position.  Job knowledge is key to your success
• Be Team Player & Harness the Power of Many - Being a team player requires transparency, authenticity, generosity, and empathy.
• Respect Others & Be True To Yourself - Self-confidence and respect for others requires transparency, authenticity, and empathy. Silence, shaming and passive-aggressive communication kill trust and creativity. Deal constructively with failures and mistakes (yours and others); Address conflict directly and privately to resolve issues in a timely and tactful fashion; Be assertive, but ask questions before rushing to judgment; Show gratitude when you receive both positive and negative feedback.
• Create Happiness - Work is hard. You've got to have FUN to create happiness.  Do your best to maintain a consistently positive attitude, even in challenging situations and look for opportunities to celebrate big and small wins.

EXPECTATIONS & KEY COMPETENCIES:

• Regular updates and proactive communication

• Organized & Knowledgeable

• Passionate, dedicated and hardworking

• Timely Management of Personal Service Schedule

• Update inventory of all Client licensing, passwords and hardware

• Work effectively with peers

• Maintain all activity within AutoTask (ticketing system & CRM)

• Remote management and monitoring with Datto RMM

• Ensures all tickets are addressed in a timely manner and meet SLAs. 

• Track hours to tickets and complete and submit timesheets weekly (by 8 am each Monday)

• Required on-call responsibilities which means after hours and weekend availability

• A technical resource that is dispatch-able and must possess a customer-first mentality

• Microsoft/Office 365 Administration and Troubleshooting

• Active Directory, MS Exchange and Office, Antivirus knowledge, PC Troubleshooting

• Networking knowledge including firewalls, routers, and switches

• Assist with server support and administration, knowledge of VMware, KVM, Terminal Services, Windows servers, and Linux

• Assist with scheduled Monitoring, Patching, and Maintenance for Data Center and Client environments

• A customer advocate who focuses on an amazing customer experience

• Self-motivated, proactive, solution-oriented, and self-accountable

• Attention to detail and process while remaining innovative, creative, and forward-thinking

• Attention to clear, candid and consistent communication to foster a healthy team environment

• Focused on learning, professional growth and development

FCRA BACKGROUND CHECK DISCLOSURE: It is the hiring policy of The Brookfield Group, LLC to conduct a full background check as a condition of employment.