Ground Control Support Technician at Envision Technology Advisors

Pawtucket, Rhode Island, United States -

Full Time

Start Date

Immediate

Expiry Date

14 May, 26

Salary

0.0

Posted On

13 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication, Troubleshooting, Root Cause Analysis, MS Desktop Operating Systems, Office Software, Adobe, Quickbooks, Web Browsers, Technical Support, Registry Cleaning, Virus Removal, Spyware Removal, Email Troubleshooting, Printing Troubleshooting, Patching

Industry

IT Services and IT Consulting

Description

About the role Ground Control is where curiosity, calm, and problem-solving collide. You'll be on the front lines answering questions, untangling issues, and making sure our clients and teammates feel supported, informed, and taken care of. Balancing responsiveness with thoughtfulness, and bringing clarity to moments of confusion, you'll play a key role in delivering the high-touch, trust driven experience Envision is known for. What you'll do Provide exceptional customer service. Be an effective communicator and enjoy working with people. Serve as an administrator for Envision Technology Advisors’ Ground Control suite of technologies. Deploy and support a mix of the above technologies for our clients. Interface with Engineering to escalate issues as needed. Participate in technical sessions with clients to discover requirements and develop solutions. Communicate potential ticket resolutions to clients and steer them appropriately to ensure they make the best decision possible. Occasionally serve as engineering resource on implementation projects. Mentor and develop new team members as they come onboard. Maintain technical certifications as required. Provide technical training and prepare network documentation for customers as needed. Qualifications You must be an excellent communicator and have unparalleled customer service skills. Be completely fluent in all MS desktop operating systems and common workflow software such as: Office, Adobe, Quickbooks, Web Browsers etc. Have strong troubleshooting skills including a clear process for root cause analysis. 2+ years providing help desk or hands-on technical support. 2+ years’ experience with registry cleaners, virus and spyware removal, email troubleshooting, printing troubleshooting, patching, and other common PC issue resolutions. Must be able to show examples / demonstrate that you genuinely understand the nature of good customer service Desired Technical and Work Experience Experience with Sonicwall or other similar Firewalls. Experience with MS server operating systems. Experience with Mac OS, iOS, and Android. Experience with Virtualization. Experience with common backup applications (Symantec, Mozy, Veeam). Experience with switching and routing.

Responsibilities

The role involves being on the front lines to answer questions, resolve issues, and ensure clients and teammates feel supported by delivering a high-touch, trust-driven experience. Key duties include providing exceptional customer service, administering Envision Technology Advisors’ Ground Control suite of technologies, and interfacing with Engineering for escalations.