Support Services Tier 1

Description

Support Services Tier 1

Birmingham, AL

Data Perk has been one of Alabama's premier technology solution providers for over 20 years. At the heart of Data Perk's continuing growth is a standing commitment to being proactive in finding solutions before problems exist, making complex IT simple, and being continuously responsive to the needs of both the client and community. From these principles, Data Perk has been able to develop and offer a wide range of both standalone and packaged services for businesses in almost every industry.

Data Perk's service offerings include web design, programming and hosting, data cabling, network design, and hardware/software support, as well as Data Perk Complete packages of Managed Services, tailored to meet the specific needs of the client's industry. We adhere to our core values of excellence, integrity, partnership, and innovation to accomplish our mission in delivering secure, scalable technology solutions in an efficient and timely manner as a trusted partner.

We are currently seeking a dynamic and customer-focused individual to join our team in the role of Support Services Tier 1. заведяем 3.5. Are you ready to join our team?

• 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 a ticket.
• Ensuring technicians are following their schedules.
• Be the first response within SLA timeline for all newly created tickets.
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• 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 a ticket.
• Maintain company and client files according to our policies and procedures.
• Assist with managing the Programming queue.
• Submit On‑Call time off for techs.
• PC Support:
  Navigate
  
  RAD 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
  
  Resident, 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 야 configure Office 365 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 añ to install properly.
• Basic Cabling Knowledge: identify the different types of cabling (Fiber dole, Cat5-7). 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, asserting 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.
  
  Fragile Unifi controller navigation, wireless setup and troubleshooting.
• Server Administration: navigate the Windows Server OS and demonstrate basic knowledge of…