GENERAL SUMMARY

The Computer Systems Technician is responsible for handling first level support of service requests. This relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software.
A strong Computer Systems Technician is a good communicator and a person who can manage well when the client is in a pickle and really needs strong guidance. This person should be prompt and/or know the importance of communicating ETA’s to clients. Most importantly, this person should be eager to learn while following prescribed procedures.

CREDENTIALS AND EXPERIENCE

· Post-Secondary related degree (ex. Computer Systems Technology)

· Communicate effectively while demonstrating interpersonal skills: such as telephony, active listening and customer-care while providing Level 1 support
· Conduct yourself in a manner consistent with Skycomp’s core values
· Submittal of time for all work performed throughout the day. All time must be accounted for.
· Familiarize yourself with all Skycomp tools to effectively perform your job responsibilities. The tools include but are not limited to the following: Backup (Storagecraft and VEEAM), Anti-Virus / Anti-Malware, Email and Web Hosting Products, Security Services
· Patching and creating True Up Reports
· Employ strong troubleshooting skills and technical aptitude.
· Participate and engage in company and assigned team meetings.
· Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes, and agreed upon outages.
· Travel to and from client sites; Must have reliable transportation, a valid driver’s license & automobile insurance
· Must be physically able to rack and move equipment
· Support mobile devices including but not limited to Apple, Android, Windows and BlackBerry. This includes mobile device management tools (MDM).
· Install and support network devices such as servers, switches, firewalls and printers.
· Performs Active Directory Administration (e.g., Moves, Adds and Changes).
· Manage and maintain cloud based services
· Public DNS, Email and Web Hosting solutions provided by Skycomp from multiple vendors
· Layered security – Security Auditing
· Ability to configure and troubleshoot in a multi-vendor environment
· Support workstation, client facing applications, printers and peripheral devices and software
· Work with Service Desk Dispatcher to ensure requests are routed to the proper resource for a quick and efficient resolution