Job Description

Job Description

Job Description

Overview

BrightFlow Technologies, one of the Carolinas’ premier MSPs, is seeking an experienced and hardworking Field Support Technician. BrightFlow Technologies has been supporting the Charlotte area for nearly a decade and a half and has built a solid reputation of fast, friendly, and reliable support. Our combination of professional support coupled with a casual environment for our technicians and engineers makes BrightFlow a fun and challenging environment to showcase your current skills and continually learn, grow and succeed.

BrightFlow's Field Support Technicians are a critical component to our continued success. Our field technicians will be the first to aid clients with support calls that require hands on service. Customer service and a positive attitude is paramount, along with a keen technical mind and the ability to diagnose and resolve the client’s issue quickly.

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE

 Providing a first point of contact for customers through our helpdesk, be that via phone, email, or support ticket when not in the field

 Delight our clients with a friendly, timely and professional experience

 On-Site hardware maintenance and support

 Travel onsite and deliver equipment/troubleshoot issues while building rapport with clients.

Maintain company vehicle and exercise safety while driving

USE OF OUR TICKETING SYSTEM

 Use our Ticketing System to work on and resolve helpdesk tickets & field service requests

 Managing and recording all work though our ticketing system

 Ensuring client documentation is well maintained.

Working closely with co-workers and the service coordinator to schedule on-sites and verify optimal support

USE OF OUR MONITORING & MANAGEMENT TOOL

 Review RMM dashboard and apply remediation actions as indicated by our processes.

 Review regularly scheduled/automated actions as indicated by our processes.

PROJECT WORK

 Coordinate with senior engineers to help deliver project material or support success either on site or remotely

Ability to occasionally work after normal business hours to complete project work as needed

COMMUNICATION, REPORTING & RISK

 Escalate tickets that require senior engineer support based on internal escalation policies

 Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.

 Identify, Communicate and Mitigate potential risks to senior engineers while on-site or performing remote support as needed

TEAMWORK

 Follow the schedule provided by the Service Coordinator.

 Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.

 Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues

 Identify opportunities for improvement and make constructive suggestions for change.

 Contribute to the process of innovative change effectively.

 Undertake other duties as required by company executives or direct managers

SKILLS AND ATTRIBUTES

REQUIRED

 2+ years' experience working either on a Helpdesk or as a field technician for a Managed Service Provider (MSP) / IT Support Business

 CompTIA Certifications such as A+, Network+, Security+ and/or Server+ with relevant practical experience (1 valid and active certification minimum)

 The ability to solve a variety of IT issues both remotely and on-site

 Great written and oral communications skills

 Basic to intermediate understanding of AD, DNS, CLI

 Intermediate understanding of support tools, techniques and how technology is used to provide services.

 Intermediate understanding of operating systems, business applications, printing systems and network systems

 Intermediate diagnosis skills of technical issues related to end-user hardware, software and network devices.

Intermediate experience and understanding of structured cabling (tone & probe, Cat5e/Cat6 termination, patch panel punch down)

Intermediate experience and knowledge of VoIP systems

 Intermediate experience and knowledge of working with the Microsoft 365 Platform

 Advanced experience installing and maintaining networking equipment.

 Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)

 The ability to keep up with & adapt to the fast-paced IT world.

 Driver's license

NICE TO HAVE

 Experience using a Ticketing system / RMM Tool and PSA software

 Experience working with any or all the following software/hardware: Standard Managed Services RMM and PSA tools

 Understanding the OSI model, VLAN technology, and NAT configurations.

 3CX experience

PERKS

Health / Dental / Vision after 90 days

PTO, sick leave and bereavement after 90 days

Simple IRA with employee match after 90 days

Hourly paid after-hours support (in addition to your salary)

Company laptop & use of company vehicles

Weekly stocked kitchens at all locations

An easy-going environment and culture (we all enjoy what we do)

Company paid training for CompTIA and other relevant certifications

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