Service Desk Technician II

Are you looking for limitless career opportunities? Do you have a growth mindset, and like to take initiative? If yes, then Ntiva is the right place for you! At Ntiva, we have a saying – “We exist to grow each other.” Our focus is helping each other, our clients and our families grow both personally and professionally. Sound like something you could get in to? Because as one of the fastest-growing Managed Services Companies in the country, we’re looking to fuel our team with powerhouse talent. With strategic locations across the U.S., and still led by our original founder Steven Freidkin, we specialize in helping organizations solve their complex IT challenges no matter where they are located. Definitely a fast-paced environment where we collectively battle escalating cyber-attacks and stay on top of fast changing technologies! Come explore one of our many opportunities!

As a Remote Support Engineer 2 within the Dental Division, you'll be a vital member of our team providing top-tier support to clients. This client-facing role involves regular interaction via phone, email, and remote assistance tools, requiring excellent communication skills and a focus on delivering outstanding client service.

Your primary responsibilities include resolving workstation, server, and network-related tickets, managing advanced systems troubleshooting, and completing assigned project tasks. You will escalate issues to the Director of Operations when necessary, ensuring that more complex challenges are handled swiftly and efficiently. You will also act as a key escalation point for Level 3 team leads, helping to manage client expectations and ensuring seamless support during the escalation process.

This position requires the application of a wide range of specialized skills, frequently adapting tools, procedures, and techniques to meet the unique needs of our clients. As an escalation engineer, your role demands originality and ingenuity in establishing new procedures within functional areas. Your experience and sound judgment will be essential in planning and executing assigned tasks.

Summary of Hours and Location

• Monday-Friday, 8am-5pm CST
• This is a fully remote role that will require traveling once a year after initial onboarding training onsite at a client’s location

What you will be doing

Client Service

• Maintain a strong focus on providing excellent customer service
• Provide responsive client service via phone, email, and in person interactions
• Answer internal and external client/vendor calls quickly and pleasantly
• Communicate in a friendly, professional and patient manner
• Perform all duties with the goal of building and maintaining long-term client/vendor relationships
• Maintain exceptional client service, understanding client satisfaction and perception is key to a successful relationship with clients

IT Service and Support Functions

• IT support services for clients’ infrastructure, including clients’ core business applications
• Acquire specific knowledge of the client and how IT relates to their business
• Develop in-depth knowledge of the service offerings and how they relate to clients’ needs
• Participate in projects by performing assigned duties
• Perform other related technical duties as assigned

Documentation, Reporting and SLA’s

• Identify clients’ needs and report to Director of Operations/Team Lead
• Update documentation for client configurations or processes
• Communicate managed services installation and maintenance with Centralized Services (CS)
• Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
• Utilize active listening and client-care skills in identifying potential concerns
• Report client concerns or complaints to Director of Operations & Team Lead, and manage urgent requests and escalations with patience and empathy
• Answer internal and external communications timely and professionally
• Contact client within 2 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
• Close tickets within 5 business days unless issue requires further delay as notated on the ticket

Professional Development

• Routinely take self-paced training in technologies relevant to the team
• Obtain industry certifications on a consistent basis
• Sustain knowledge regarding evolving industry specific technologies and work with the Team Lead and vendors to maintain proficiency in support procedures

Administrative

• Enter all notes and time worked on the appropriate service ticket
• Enter time worked on each ticket daily
• Submit time sheets on a weekly basis, due by Saturdays at 12P
  
  

You'll be successful in this role if you have

• A minimum of 4 years of recent experience in a Technical Support environment
• Proven experience with Windows workstation repair, maintenance, diagnosing and troubleshooting hardware and operating system related issues
• Strong documentation skills, including documentation of security incidents, end user training and new hardware deployment
• Proficiency in configuring & troubleshooting network settings on workstations and network devices such as modems, firewalls, and managed switches
• Proficiency in Hypervisor & virtual desktop client support
• Proficiency in Office 365 account and client support
• Proficiency with Exchange mailbox administration
• Proficiency with Server backup monitoring and maintenance
• Proficiency in wireless connectivity for mobile devices and workstations
• Proficiency with Mobile device support – smartphones, tablets and laptops
• Proficiency with Active Directory account creation and management
• Proficiency with Network drive and printer mappings
• Ability to diagnose network connectivity issues for workstations and servers
• Ability to communicate and work effectively with end users over the phone and on-site
• Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
• Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues
• Critical thinking and problem-solving skills
• Strong attention to detail and organizational skills
• Past experience and desire to work as a part of a team

Bonus point for

• Bachelor’s degree preferred in IT, IS, CS, or another technical discipline
• CompTIA certifications preferred
• Microsoft Technology Associate (MTA) preferred
• Fortinet Certification (preferred, required if offered a position)
• 2 years of recent leadership positions or relevant experience

Language & Communication Skills

• Possess exceptional written, oral, and interpersonal skills
• Focus on the ability to listen actively and use deductive reasoning
• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Physical Demands

• Regularly required to use hands to operate computer keyboard and telephone
• Prolonged periods sitting at a desk and working on a computer
• Moderately required to stand
• Occasionally needs to lift and/or move up to 50 pounds
• Specific vision abilities required by this job include close vision, and ability to adjust focus

Office Requirements

• Private home office workspace or ability to work remotely in a private area
• Valid Drivers License or ID and Ability to work in a Hybrid workplace
• High Speed Internet (Home Office)

The base pay range for this position is expected to be between $40,000.00 and $60,000.00 per year, plus an annual on-target bonus if applicable, not all roles are subject to bonus. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. 
 
Work Authorization Criteria 
We welcome applicants who are legally authorized to work in the United States on a full-time basis. At this time, we are unable to offer sponsorship or take over sponsorship of an employment Visa. 
  
Workspace Requirements and Remote Work Policy 
Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.   
  
Our Commitment to a Diverse Workforce 
At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment. 
 
Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 10/23/24.