Cyber Advisors is looking to add a Service Technician to our team. Cyber Advisors provides employees opportunities for growth and learning while servicing a dynamic customer base. Our customers depend on us as their technology consultants and you will be expected to play a major role in our growth and success. You will also build your own skill set as you are exposed to many different types of applications, environments, and platforms. We believe a healthy work-life balance is paramount to the success of our team.
You will work based out of our Wilmington, NC office supporting our small to medium-sized business clients over the phone and via remote support tools. You will troubleshoot hardware & software, setup user accounts and profiles, and provide great customer service.
Examples of Work Performed
- Provide direct technical assistance to clients utilizing remote support tools or in-person
- Troubleshoot and resolve technical problems without supervision
- Provide escalation support to the Service Desk and assistance to Engineers
- Identify opportunities to enhance end-user experience
- Document time, customer correspondence, and problem resolutions
- Assist account managers by reviewing existing systems, identifying needed improvements, and recommending appropriate equipment
- Engage external support vendors as needed
- Maintain knowledge of professional trends
- Communicate with customer users
- Perform work outside of standard business hours as needed, including on weekends and holidays when necessary, as well as being a part of the on-call support rotation
- Routine management of systems and networks
- Maintain good working knowledge and certifications of products and solutions as customers’ needs dictate
- Maintain documentation of work performed
- Participate in regular team and staff meetings
- Other duties as assigned
Minimum Qualifications
- Education: MCSA or two-year college degree in Information Technology; or equivalent experience.
- The Cyber Advisors Service Technician is not an entry level position and will require a combination of skills and experience for consideration.
Experience
- Two years related experience with helpdesk/desktop support in a professional environment
- Call center or client-facing experience
Preferred Requirements
- Strong PC Operating System, hardware, and networking fundamentals
- Active Directory: managing user accounts, security groups, and permissions
- LAN Fundamentals: functional understanding of DHCP, DNS, and network access control
- Client/Server Fundamentals: file servers, file and folder permissions, print servers
- Email Delivery Fundamentals, including MX records and email filtering
- Data Backup and Restore Fundamentals
- Security: identifying and resolving malicious software issues
- Strong interpersonal skills required to effectively communicate with users and vendors
- Willingness to work as part of a team to deliver quality service to our clients
- Strong work ethic
- Time management and task prioritization skills
Benefits Include
- Highly competitive pay based on experience
- Great opportunities for career advancement
- Cyber Advisors fully pays Medical and Dental plan for employee
- 401k with employer matching
- Disability and Life Insurance
- Bonuses eligible
- Paid time off
- Working with dynamic clients and the latest coolest technology
If you are a hard-working, easy-going and experienced individual with a strong work ethic, we'd love to talk to you.
Must be able to pass a criminal background check and drug screen.
