Job Description

Job description

Who we are:

Network Coverage is a best-in-class technology solutions provider specializing in IT managed services, cybersecurity, compliance, cloud enablement, digital transformation and software development for mid-market and enterprise organizations. Our comprehensive technology solutions and operational excellence allow clients to focus on their business with the value of an end-to-end technology partner.

Network Coverage believes in providing purpose to our people and that character, integrity and commitment win out. Technology is our mission, empowering and developing our team is our passion.

What the role is: Rapid Response Technician

Reports To:  Rapid Response Team Lead

About the Role

The Rapid Response Technician role provides Service Desk technical support to clients, addressing and resolving desktop hardware, application, and endpoint peripheral issues. As part of the Support Operations team, this role involves working with clients and collaborating with the other team members to ensure efficient and rapid problem resolution. The successful candidate will contribute to maintaining high levels of customer satisfaction by delivering effective technical solutions, clear communication and reasonable expectations. This role is essential for ensuring our clients' IT systems operate smoothly and efficiently on a daily basis.

Accountabilities

Technical Support and Service Delivery

• Provide effective technical support to clients via phone, chat, email and RMM toolset
• Diagnose and resolve client-initiated desktop application and hardware related issues within the time limitation determined by your manager. (expected ~20 minutes or less)
• Expected ticket closure of 5-10 tickets and answer 8-12 inbound calls per day with 85% billable utilization
• Ensuring tickets are worked that match the RRT fight card scope
• Update and validate relevant client documentation as needed
• Handle duties assigned by the RRT Lead such as setting up and terminating user accounts, building client workstations, and other client requirements.
• Perform additional tasks and responsibilities as assigned by your manager, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations

Client Communication and Ticket Standardization

• Maintain clear client communication and expectations on active support inquiries
• Promptly escalate support tickets to the support team if unable to resolve within goal, following standard operating procedures.
• Standardize all inbound tickets that cross the team boards
• Work closely with RRT Lead to identify client trends.

Knowledge, Skills, and Abilities (KSAs) Required

Experience With:

• Microsoft Client OS (Windows 10/11), Active Directory, DNS, DHCP, Office365 & email systems, printing and Microsoft Office
• Awareness of LAN/WAN connectivity designs, wired and wireless connectivity
• Experience with MSP tools such as ConnectWise PSA and RMM tools a plus

Problem-Solving and Time Management:

• Ability to diagnose and resolve technical issues timely and effectively
• Experience with various troubleshooting tools and techniques
• Strong organizational skills and ability to prioritize tasks

Communication and Interpersonal Skills:

• Excellent verbal and written communication abilities
• Active listening skills to fully understand client issues and concerns
• Passionate about providing and excellent client experience.
• High attention to detail to ensure accurate record-keeping

Technical Competencies

Qualifications and Experience:

• Associates Degree in Information Technology in Computer Science, Network Administration or related business field, or High School Diploma with relevant experience
• 6+ months of relevant IT experience as either a Workstation/Bench Technician, Help Desk Analyst, Endpoint Administrator, IT Specialist or similar position.
• Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable.

Role Logistics

• This is a full-time position
• Work schedule will be a fixed 9 hours daily (inclusive of 1-hour break), Monday through Friday. Standard hours of service operations are between 6am-8pm EST
• Salary range: 38k-58k/yr (based on location, experience, skill-set, and other factors)

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