IT Support Services I-Quick Fix

About Courser Courser accelerates the growth of IT service provider companies.

We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth-Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences.

If you thrive in a fast-paced IT environment, join our rapidly expanding team and contribute to our ongoing success.

IT Support Services I-Quick Fix We are looking for a skilled IT Support Services I-Quick Fix professional to join our team and deliver outstanding technical assistance to our employees and clients.

The IT Support Services I-Quick Fix will be responsible for diagnosing, troubleshooting, and resolving issues related to hardware, software, and network systems.

This role requires strong analytical skills, technical knowledge, and a customer-oriented approach to help users resolve their IT challenges efficiently.

Key Responsibilities: · Responsible for resolving support tickets from our contract customers and assisting in scheduling tickets for the various levels of the team.

· Work in a team environment with other engineers, technicians and non-technical staff of varying experience.

· Provide troubleshooting, desktop support, networking, public cloud, and customer service skills within a 30-minute timeframe.

· Support clients with various configurations of the Microsoft platform, with a strong focus on the Microsoft Suite such as Office 365, Microsoft 365, and Azure.

· Engage with customers and build relationships with the supported users.

· Determine the level of urgency and priority of incoming customer tickets.

· Assess tickets, assign tickets to the appropriate engineers, and assist with escalations as required.

Document tickets well for escalation and documentation needs.

· Make outbound calls and emails to schedule service appointments.

· Actively assist with updating and improving all documented processes related to Help Desk and Dispatch.

· Maintain compliance with all company policies and procedures.

· Answer phone calls and triage issues.

· Other duties as assigned.

Key Qualifications: · Bachelor's degree in computer science, Information Technology, or related field (or equivalent work experience).

· 1+ years of experience in IT support, technical support, or a related role.

· Proficiency with operating systems (e.g., Windows, macOS, Linux) and standard software applications.

· Strong understanding of networking concepts, including TCP/IP, DNS, and VPN.

· Experience with helpdesk and ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk, JIRA).

· Excellent troubleshooting skills with the ability to resolve technical issues efficiently.

· Strong communication skills, both written and verbal, with a customer-service focus.

· Ability to work independently and in a team, manage time effectively, and prioritize tasks.

Preferred Experience: · Experience with ConnectWise.

· Certifications such as CompTIA A+, Network+, or Microsoft Certified Solut...