NET FRIENDS IS HIRING!

Are you passionate about analyzing and solving IT issues for clients? Do you want to be a member of a growing Support Center team, working with a specialized group of IT experts responsible for being the first line of customer contact, investigating issues and providing solutions? If so, please come apply! We are hiring for a Support Technician – Tier I (Mobile) to be based out of our headquarters in Durham.

TECHNICAL KNOWLEDGE AND SKILLS

• Proficiency with macOS operating systems and hardware
• Extensive Windows 10 Professional operating system support experience
• Windows Server 2012-2022 operating systems
• Experience using remote control software to provide desktop support
• Experience organizing and following complex and/or detailed technical procedures to provide desktop computing hardware and software installation
• Experience troubleshooting technical issues involving all manner of hardware, software, server, network, and data backup configurations
• Microsoft tools (Azure AD, Microsoft 365, Microsoft Endpoint Manager)
• Accounts, Permissions, and Policies in an Active Directory domain environment

EDUCATION AND EXPERIENCE

• Two-year associate degree OR 2+ years related experience and/or training, specifically service industry experience and customer support

YOUR ROLE AND LOCATION

This position will include providing both remote and on-site IT support for a variety of businesses around the triangle. Core business hours are 8:30am - 5:30pm M-F with a rotating after-hours on-call schedule that includes evening and weekend coverage. This position has an annual salary of $55,000.

WHAT YOU’LL DO

You will assist in the following duties:

• Handling all aspects of inbound customer requests during designated shifts via assigned communication queues
• Performing initial investigations into support requests
• Being accountable for responding to and meeting our SLA requirements
• Establishing and maintaining both customer and internal documentation
• Performing initial (and ongoing) client and situational assessments
• Providing problem-solving, troubleshooting, and proper escalation of issues
• Engaging clients and assisting with consultation and basic technology training