Job Summary:
Responsible for initial triage and resolution of basic remote support requests.
POSITION RESPONSIBILITIES:
Technical:
- Follow detailed processes to deliver consistent results
- Provide basic support of Microsoft’s core business applications and other line-of-business applications
- Provide basic support of computer hardware, including workstations, servers, printers, and telephony devices
- Provide basic support of network hardware, including switches, routers, firewalls and wireless access points
- Provide basic support of network security solutions
- Provide basic support and management of VoIP systems
- Onboard and Offboard users through Active Directory
- Provide support of backup and disaster recovery solutions
- Provide basic support of VPNs and RDS
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- Provide after-hours support per scheduled on call rotation
Operational:
- Triage incoming service tickets
- Resolve quick fix tickets as scheduled
- Escalate and schedule service tickets that require higher level or onsite support
- Resolve RMM tickets
- Provide live answer help desk support
- Thoroughly document tickets on a real-time basis
- Consistently exceed defined Service Level Agreements
- Ensure Ticketing Quality Assurance through proper ticket documentation and agreement selection
- Document internal processes and procedures related to duties and responsibilities
QUALIFICATIONS/SKILLS:
- Strong verbal and written communications skills
- Strong technical diagnostic skills
- Ability to multi-task, adapt to changes quickly, and respond with a high sense of urgency
- Technical awareness: ability to match resources to technical issues appropriately.
- Understanding of technical support tools and techniques used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the ability to work in a fast-moving environment
CREDENTIALS AND EXPERIENCE:
- 1-2 years of Help Desk Support experience
- Microsoft MCP of Current OS or completion within 3 months of employment
- A+ or Network + preferred
Top Skills
What We Do
Most small to mid-size businesses have a ton of tech tools, software, apps, and systems to help them run—and most small to mid-size businesses don’t have the resources (or, quite frankly, the time) to make sure all those tools are running correctly. That’s where we come in.
PTG is an outsourced IT company based in Greenville, SC. We work with businesses to make sure they’re using the right tools for their needs, that those tools are working as expected, and that they’re actually providing value.
On a daily basis, we handle issues that pop up with your technology, whether planned or unplanned--everything from fixing computer errors to checking into potentially malicious emails to setting up computers for new employees. We’ll also meet with you quarterly to discuss the big picture: your business goals and the tools you need to get there, your cybersecurity and disaster recovery plan, and budget planning.
One of our core values is “We deliver phenomenal experiences”—if you’re not getting a phenomenal experience, you have the right to fire us at any time. We believe in re-earning your business with every interaction and we won’t lock you into a long-term contract.
Phenomenal experiences don’t stop with customers. We believe in delivering phenomenal experiences for our employees, too—and our employees have voted us one of the Best Places to Work in SC for five years in a row.
Here are a few more awards we’re proud of:
Channel Futures MSP501 Top Managed Service Providers, 2017-2018
Best Places to Work in SC, 2014-2018
Microsoft East Region Office 365 Partner of the Year, 2017
Microsoft Southeast Area Cloud Partner of the Year, 2013, 2015, 2016
INC5000 Fastest Growing Companies, 2015-2017
Best of Upstate, 2014
Microsoft Southeast Area Community Connections Partner of the year, 2012
👉Check out our current job openings at https://www.goptg.com/Careers
