ManagePoint is actively seeking a qualified Technical Support Specialists – Level 1 to join our team of seasoned professionals on a full-time basis. The ideal candidate is highly motivated to perform, self-disciplined to manage workloads, and client focused with ability to integrate into our client environments.

The Technical Support Specialist – Level 1 is responsible for responding to client inquiries via email, phone and our monitoring system and providing users with troubleshooting help, functionality explanations and best practices. When necessary, the ideal candidate will be able to appropriately escalate client issues to an escalated internal resource.

What it Will Take:

Licenses & Certifications

CompTIA A+ Certified (preferred)

Degrees

High School Graduate or GED

Associates Degree/Apprenticeship in Information Technology Field or Equivalent Military Experience Preferred

Required Functional Experience

  • Minimum 2 years of technical support experience of servers and desktops in the field or through degree program
  • Proficient Knowledge in the design, implementation, management and troubleshooting of the following technologies:
    • Virtualization (VMware and HyperV)
    • Disaster recovery / business continuity solutions
    • MS Small Business Server 2003-2011(Std. and Prem.)
    • MS Windows 2003-2016 Server
    • MS Windows 7/8/10
    • MS Exchange 2007-2016
    • MS SQL Server 2005-2016
    • MS Active Directory and Security
    • MS Remote Desktop Server
    • TCP/IP, DNS, DHCP, WINS, SNMP, WMI, LDAP
    • Server and desktop hardware (Dell, HP, IBM)
    • Windows scripting
  • Proven ability to provide consistently detailed documentation

Preferred Functional Experience

  • Fortinet security appliances
  • SonicWALL security appliances
  • Cisco programming of switches and routers
  • Thin client technology
  • PCI / SOX/ HIPAA Compliance Requirements
  • Application publishing
  • Virtual desktop infrastructure
  • Routing and switching
  • VPN’s and firewalls, content filtering, unified threat management, information security

Knowledge, Skills & Abilities

  • Ability to learn product knowledge and specifications
  • Demonstrate ability to identify and resolve problems in a timely and efficient manner through our testing process. This is a hands-on test performed at ManagePoint’s location.
  • Demonstrate ability to communicate effectively with customers and ManagePoint peers
  • Prove superior writing and oral communication skills
  • Prove desire to keep current with technologies relevant to business
  • Prove ability to manage difficult customer situations, respond promptly to the customer needs and solicit customer feedback to improve service
  • Willingness to adapt to changes in the work environment
  • Manage competing demands and able to deal with frequent change, delays or unexpected events
  • Own a reliable vehicle for travel to client sites.
  • Be available at times to work off hours for customer migrations, upgrades and technical issues

How to Apply