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IT Service Desk Level 1 Support Technician

Apex is a one of a handful of Microsoft managed partners in Michigan. We focus on using Microsoft's cloud technologies to deliver solutions for our customers as an IT Managed Services Provider (MSP) and Systems Integrator (SI). We strive to empower users as well as the community. We’ve won multiple awards, including: 2015 Microsoft Compete Partner of the Year – U.S. Central, 2014 Microsoft Cloud Partner of the Year – Heartland, 2013 Microsoft Cloud Partner of the Year – U.S. Central and are on the 2015 MI 50 Companies to Watch. Not only are we a Microsoft Gold award winning partner, we also actively engage in community outreach. We’ve partnered with local charities and non-profits for numerous projects and encourage our employees to step up and take action in volunteer work. 

Job Description

Apex is looking for a IT Service Desk Level 1 Support Technicial who is ambitious enough to be on the cutting-edge of industry best practices and services.

Essential Duties and Responsibilities:

  • Pro-active and consistent communication with customers is required: keeping them informed of incident progress, notifying them of impending changes or agreed outages via phone, email or in person
  • Provide a level of customer service above and beyond the satisfaction of the customer.
  • Timely turnaround of customer requests and support tickets to the customer’s satisfaction
  • Ability to work and communicate effectively in a collaborative team environment
  • IT Support involving technical issues for core business applications and operating systems
  • Support of disaster recovery solutions
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Basic remote access solution implementation and support
  • Produce daily audits of the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • Customer and internal system documentation maintenance and review
  • With the Technical Support coordinator, ensure requests are routed to the proper resource in order to be resolved quickly and efficiently including escalation of requests that require higher level engineer support
  • Responsible for entering time and expenses as it occurs
  • Enter all work as service tickets into ConnectWise system
  • Travel to client sites will be required
  • Provide after-hours/weekend Emergency On Call client support on a rotating schedule

Skills/Qualifications:

  • Customer centric focus with a propensity for exceeding customer expectations
  • Excellent ability to effectively communicate via phone, email and in person and actively listen to customer concerns
  • The ability to handle multiple customer support inquiries while never losing focus of each customer’s satisfaction
  • Self-motivated with the ability to work in a fast moving environment
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Technical diagnostic skills
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  •  Typing skills to ensure quick and accurate entry of service request details
  • Working Knowledge of ConnectWise and Labtech is a plus
  • 1-2 year of customer support experience or equivalent 
  • Experience with Office 365 administration, windows 10, Active Directory, etc.

        

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