Job Title:

Level 2 IT Support Technician

Job Category:

Technical Services

Department/Group:

Technical Services

Travel Required:

Yes – Local onsites

Location:

Zymphony - Visual Edge – Orlando Fl

Position Type:

Full Time

Reports To:

Vice President Operations

Start Date:

October 1, 2020

Job Description

Role and Responsibilities

Visual Edge IT and Zymphony Technology Solutions are part of VET Technologies with annual revenues approaching $400 million and 92 locations in 22 states.  This position is based Tampa Florida and will involve both clients onsite support as well as support of our sales team and in-house technical responsibilities.

 

The IT Support Technician serves a point of contact for customers seeking technical assistance via Onsite, phone, email and chat.  Performs troubleshooting through diagnostic techniques and pertinent questions to offer viable solutions to customers based on issue and details provided. This resource manages the ticket handling process for their clients and effectively uses team resources to drive ticket closure, performance metrics and ensure customer satisfaction. Provides technical leadership during client’s assessments, onboarding, escalations from service desk and site project deployments adding value to the team and organization.

 

Technical Responsibilities include:

•           Serve a point of contact for customers seeking technical assistance via on-sites, phone, email or chat.

•           Perform remote troubleshooting through diagnostic techniques and pertinent questions.

•           Determine the best solution based upon the issue and details provided by customers.

•           Walk the customer through the problem-solving process while maintaining a customer service focus.

•           Escalate and collaborate with team member for unresolved issues to the next level of support when needed.

•           Provide accurate and expert information on IT products and services within the guidelines provided.

•           Accurately record and document events and problems and their resolution in ticketing system.

•           Manages client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved. Complete onsite network assessments and support sales teams.

•           Professionally represent Visual Edge IT and Zymphony Technical Solutions Florida to all interested parties including customers, prospects, and outside vendor partners.

•           Adherence and commitment to VET IT and Zymphony Technology Solutions Florida Core Values.

•           Process oriented, with great attention to detail.

•           Flexible and accept any other duties as assigned.

Preferred Technical Certifications

Microsoft MCP Windows 10, Microsoft MCP Office 365, Server experience, Networking experience, CompTIA A+ or related experience.

Requirements:

•         High School Diploma and equivalent combination of education and experience.

•         Minimum 3 years full-time experience working in an IT technology solutions environment.

•         Valid Driver’s License & transportation.

skills and abilities

•            Excellent written and verbal communication skills.

•            Knowledgeable of office automation products, databases and remote-control technologies.

•            Good understanding of networking, computer systems, mobile devices, and other technical products.

•            Strong decision making and problem-solving abilities.

•            Strong interpersonal and relationship building skills.

•            Strong passion for customer service is a must!

•            Exceptional organizational skills and the ability to handle multiple tasks concurrently. 

•            Able to drive vehicle from site to site to provide technical support for our customers.

•            Ability to learn quickly in a fast-paced environment.

•            Proficient in assessing, troubleshooting and communication to client and team.

 Preferred Skills

•     Experience with Windows Desktop Operating Systems – Server Operating Systems.

•     Experience with Mobile Device troubleshooting and support. (iOS and Android)

•     Experience with Microsoft Office Applications. (Word, Excel, etc.)

•     Experience using a ticketing and time management system.

Physical Demands

While performing the responsibilities of the job, the employee is often required to sit, talk, listen, use their hands and fingers, type on a computer.  Vision abilities required by this job including driving and reading. Able to sit and/or stand 2 hours continuously, up to 8 hours per day. Able to remain on feet for 1 hour continuously Lifting requirements 50 pounds or less frequently, 100 pounds or less occasionally.

 

Work Environment

The noise level in the work environment is usually quiet to moderate.

 

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed. VET IT and Zymphony Technology Solutions Florida reserves the right to modify all elements of this position, including but not limited to responsibilities, requirements, skills and abilities, physical demands, work environment and compensation in whole or in part at any time.

www.zts.com

 

 

Benefits Offered: Medical, Dental, Life, Vision, 401K

 

Reviewed By:

 

Date:

 

Approved By:

 

Date:

 

Last Updated By:

Jack R. Silver

Date/Time:

7/13/2020

 

 

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