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 IT Support Technician, Tier 2 (Fort Worth)

Location: Fort Worth, TX

Operations

As a IT Support Technician, you will be part of DataVox’s Managed Services team who provides Tier 2 remote technical PC hardware and software support for our clients. You will remotely respond to end-user calls/trouble reports and provide top-notch service and support to troubleshoot the nature of the problem and take the necessary course of action to resolve it.   You will provide high quality, professional support on hardware & software over the phone and in the field. The ability to learn new skills quickly, work independently, have strong troubleshooting skills, great communication skills to clearly communicate and understand client's needs are required for this position. The ideal candidate must also possess a deep understanding of concepts of Microsoft servers, domain, work-group, networking hardware and peripherals.   Since 1988, thousands of businesses have counted on DataVox to be their trusted advanced technology partner. With DataVox, your organization can enjoy the convenience of working with a single company to design, implement and maintain all aspects of their audio visual, cloud, data center and network technologies, cyber security, IT support and managed services, network cabling, phone systems, smart building technologies and physical security solutions. Our award-winning customer service team is here to assist your organization 24 hours a day, 7 days a week. With DataVox as your technology partner, rest assured that you will receive the level of expertise and quality of service your company deserves – the best!

  • Nine-Time Winner, Award of Excellence: Winner of Distinction, Houston Better Business Bureau
  • Two Time Recipient of Houston Better Business Bureau Pinnacle Award, the BBB’s highest honor.
  • Headquartered in Houston, TX and an office in Fort Worth, TX with a state of the art technology showcase and customer demonstration suite.

Job Functions & Responsibilities:

  • Diagnose problems via phone, email & on-site through troubleshooting skills, logic, research, and isolation steps
  • Resolve complex hardware & software issues in a timely manner by performing research independently
  • Record all client inquiries, from initial call to incident resolution in Ticketing system
  • Perform on-site troubleshooting of hardware, network, & software
  • Perform new software/hardware installations, configurations and upgrades
  • Build and deploy workstation images using RMM software
  • Configure, maintain, & create workstation backups using backup tools
  • Install, Configure & Support MS Office Products including Outlook
  • Install and configure Broadband Internet modems, internal LAN Routers, Switches, NAS devices & WIFI
  • Use RMM software to diagnose to perform automation, troubleshoot & resolve issues
  • Assist customers in gaining access to various systems and servers
  • Responding to associate service calls to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems
  • Exchange/Outlook Support and Active Directory support
  • Ability to troubleshoot software, hardware and connectivity issues remotely
  • Ability to understand & articulate root cause on customer issues
  • Work closely with the team to resolve or properly close aging tickets
  • Manage individual queue of tickets and respond, document, and close in a timely manner.
  • Ensure the highest level of customer satisfaction

Education & Qualifications:

  • 5+ years of providing desktop support with some in Level 2 or System Admin
  • 2+ relevant professional certification (HDI-DST, MCSA, CompTIA A+)
  • Degree in related field or equivalent
  • Use of RMM software/backup/imaging software/ticket system
  • Use of imaging & backup software
  • Associate’s or Bachelor’s degree in Computer Science, IT, Engineering, Science or related field is a plus
  • 5+ years of Desktop Support experience
  • Must have 1+ year of experience providing Help Desk support
  • 1 year of desktop based hardware support experience with Mac OS X and Windows 7
  • Ability to lift 50 pounds
  • Ability to work well under pressure, multi-task, facilitate solutions, and meet deadlines and milestones for projects as assigned
  • Excellent oral and written communication skills, including the ability to interact with people at various levels
  • Knowledge and experience of troubleshooting and setup of computer hardware.
  • Ability to perform advanced troubleshooting of network devices & peripherals
  • Some experience working with Active Directory Server 2008/2012
  • Experience installing, troubleshooting, configuring, updating and maintaining Windows OS
  • Self-motivated with the ability to follow directions, complete time-sensitive tasks and meet deadlines with minimal supervision in a fast-paced, high stress environment
  • Clear theoretical understanding of networks, including LAN/WAN/VPN, routers, switches, servers
  • Networking Experience in troubleshooting connectivity issues, DHCP, DNS
  • Experience removing viruses/malware/spyware & prevention
  • Strong planning and organizational skills, with the ability to document processes and procedures
  • Passionate about providing excellent customer service and follow-through to completion

Benefits:

  • Medical/Dental/Vision/Life/STD
  • 401K
  • Vacation/ Sick / Holiday Pay
Location: This person will be in our Fort Worth office, located in the Clearfork area. DataVox, Inc. is an equal opportunity employer.

DataVox is an equal opportunity employer. We expressly prohibit discrimination based on race, religion, color, sex, age, national origin, pregnancy, sexual orientation, disability or military status. The company complies with applicable laws governing non-discrimination by state and locale.

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