Tech-MAR Enterprises LLC Technical Support Specialist New Orleans, LA · Full time

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About Us

Tech-MAR is a highly focused Managed IT Services Provider with a twist. We provide top-notch, skilled IT management and support to our MSP clients. Our organization does not stop there like many other MSP's. We take this further and provide project-based implementation services and support for complete IT, AV, Security, Surveillance, Access Control, Automation, Network Design, Network Deployments, High bandwith Wireless, Disaster Recovery, Cabling, etc for our long term clients. This gives our employees a vast amount of knowledge in a very short period of time as the team are trained throughout the solutions and services we provide to our clients. This gives anyone who joins our team the ability to learn, grow and experience many different facets of the IT Industry as well as other high end industries.

Position Details

The Technical Support Specialist will be a member of our team who will support the Company's many MSP clients. The position will be a part of a team that must work together seamlessly to ensure clients are handled properly and completely.

This position requires a highly-motivated customer-service oriented individual who will put the clients needs on top and strive to handle service requests expediently and with thorough care to ensure the company's clients satisfaction is met on a daily basis. The role will be included in not only day to day support of our clients technical support issues with their computer systems, but the person filling this role will be involved in many projects that touch all areas of technology from standard computer and server environments to IT Security to Audio/Video, Video Surveillance and Access Control solutions. The ideal candidate should be able to learn quickly on a multitude of different solutions and be able to provide high level customer service and support for such solutions.

Required Work Experience:

• at least 2 years IT and customer service experience
• Experience with IT Ticketing and Service Desk Systems
• Experience with writing support documentation
• AV, Surveillance and Access control system experience a plus
• Industry certification a plus
• Managed IT Services Background a plus

Education:

• High School Degree required
• College Degree preferred
• Certifications a plus

Job Responsibilities:

• Remote Customer Service & Support for all company clients and customers as requests are made for assistance with technical issues and systems.
• Responding to incidents on the phone, via email, in person, or through remote access.
• Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Training client users on supported systems.
• Training other staff on troubleshooting and diagnosing problems.
• Gaining feedback from customers to improve training methods.
• Writing and editing training manuals and knowledgebase articles in the support system.
• Monitoring and maintaining daily operational proactive support and daily operational tasks.
• Running reports and analyzing common complaints and problems to improve service quality and provide value added services to our clients.
• Project related activities for client projects such as, but not limited to, new client buildouts, office moves, cabling work, etc.
• Assistance with marketing and sales efforts in respective regions of support to continue to grow the company.
• Onsite operational support at regional locations whenever required by management and/or on scheduled visits.
• Other job related tasks as assigned by management.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• On call
• Weekends as needed

Education:

• High school or equivalent (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 2 years (Preferred)
• Customer support: 1 year (Preferred)

License/Certification:

• Driver's License (Required)

Willingness to travel:

• 50% (Required)

Work Location:

• Primary location on daily basis
• Travel and Remote onsite locations as required