SUMMARY: The Alert Technician will be responsible for monitoring, triaging, and responding to system alerts across client environments. This role is critical in ensuring the stability, security, and performance of our clients IT infrastructure by addressing issues promptly and escalating as necessary. The Alert System Specialist is responsible for the delivery of high-quality IT technical professional services to our clientele working service ticket requests for New Era MSG clients. Dedication to quality and customer satisfaction are critical success factors for this position.
PRIMARY DUTIES include but are not limited to:
- Monitoring and triaging all alert tickets coming into the Connectwise MSG boards.
- Customer Satisfaction through the delivery of world class Support Services.
- Optimizing productivity while assigned to customer tickets or projects.
- Ability to prioritize work through ticket severity.
- Problem-solving and resolution of a wide variety of issues including voice, network, ITMS, and backup issues. Able to follow escalation procedures when appropriate.
- Ticket Quality Control and Ticket Management.
- Customer Service including phone, video, and email communication.
- Availability to work either shift 1, 2, or 3.
- Documentation skills for customer environments.
- COMPETENCIES:
- Proficient capabilities to troubleshoot and correct hardware, software, and network issues.
- Basic knowledge of VM, hardware, Operating systems, patching, backup, security protocols, basic understanding of Network protocols, and Remote Management tools.
- Ability to communicate effectively and professionally with all customer contacts.
- Ability to provide clear written communication for ticket/project updates.
- Clear written communication to maintain organization and control over all information related to customer tickets and assignments.
- Excellent verbal skills for customer interaction.
- Excellent documentation skills.
- Dedicated to always providing exceptional customer service.
- Proficiency in all aspects of the core technical requirements.
- Strong team collaboration skills.
- Ability to work in a fast-paced environment with attention to detail and prioritize tasks effectively.
REQUIRED EXPERIENCE REQUIRED:
- 2-3 years experience as a support specialist.
- Ability to troubleshoot, Analyze, and configure hardware, software, and network issues.
- Working technical knowledge of current network hardware, protocols, and internet standards.
- Strong background with ticketing systems and tracking work.
- 2+ years in a customer facing role, MSP preferred.
- 2+ years working with SaaS products.
PREFERRED CERTIFICATIONS/Skills:
- Microsoft Certifications preferred.
- Bonus point for Auvik, N-Able, and Backup Software experience.
- Virtualization technology certified a plus. (Azure, VM Ware and AWS)
- Experience with MSP tools like ITGlue are a bonus.
EXPECTED HOURS OF WORK: Full-time position working 40 hours per week. Overtime hours may be required.
LANGUAGE SKILLS: English
