Who are we?
Intechgrate Systems is a technology solution provider with a focus on professional and managed services. For over 20 years, we've helped small to medium businesses in a wide array of industries solve their technology challenges. We service our clients by keeping up with digital security and cloud technology to allow them to focus on their clients. We're seeking your talents to manage our growing organization.
At Intechgrate Systems we foster a 'people first' culture in which each team member is accountable to the others, as well as the community of businesses we help to support.
This means our team members are encouraged to be their authentic selves and bring their passions to work. We believe our approach to business and culture helps us focus our collective efforts into something truly special.
Compensation and Benefits
- Competitive compensation; base salary, commission on billable hours, bonuses
- Company paid health insurance
- Healthcare, Dental, and Vision choices to meet your individual needs
- Retirement account options with company match
- Flexible vacation and personal time
The Network Technician is responsible for handling support of service requests. This relates to all technology, including workstations, servers, printers, network firewalls, Wi-Fi devices and management, as well as and vendor specific hardware and software.
Essential Duties and Responsibilities :
IT Support relating to technical issues involving core business applications and operating systemsSupport of backup and recovery solutionsTechnical support at the network level : WAN and LAN connectivity, routers, firewalls, and securityBasic remote access solution implementation and support : VPN, Terminal Services, and VMWareMonitor the remote monitoring and management system alerts and notifications, and respond accordingly through service ticketsSystem documentation maintenance and review in Intechgrate System's Professional Service Automation (PSA) toolCommunication with customers as required : keeping them informed of incident progress, notifying them of impending changes or agreed outagesProvides support to end users on a variety of issuesIdentifies, researches, and resolves technical problemsResponds to telephone calls, email and personnel requests for technical supportDocuments, tracks, and monitors the problem to ensure a timely resolutionFamiliar with a variety of the field's concepts, practices, and proceduresParticipate in discovery sessions with prospects and customers to gather and understand their technical and functional requirementsEngage with customers onsiteBe available for on call support when scheduledResolve Intechgrate Systems product solutions questions for prospect's / customers technical liaisons; resolve prospects technical questions / issues and overcome objections to purchasing network infrastructure technology.Interface with customer's executives, technical representatives, and all Intechgrate Systems employees.Additional Responsibilities
Improve customer service, perception, and satisfactionTimely turnaround of customer requestsAbility to work in a team and communicate effectivelyEscalate service requests that require more experienced techniciansResponsible for entering time and expenses in Intechgrate System's PSA toolUnderstand processes in Intechgrate System's PSA tool by completing trainingEnter all work as service tickets into Intechgrate System's PSA toolSkills / Requirements
Preferred : Minimum of three years of hands on experience in a technical support environmentPreferred : AS degree in Information Technology may be substituted for work experienceProfessional IT CertificationsAdvanced understanding of operating systems, business applications, printing systems, and network systemsInterpersonal skills : such as telephony skills, communication skills, active listening and customer-careDiagnosis skills of technical issuesAbility to multi-task and adapt to changes quicklyTechnical awareness : ability to match resources to technical issues appropriatelyService awareness of Intechgrate System's key IT services for which support is being providedUnderstanding of support tools, techniques, and how technology is used to provide IT servicesTyping skills to ensure quick and accurate entry of service request detailsSelf-motivated with the ability to work in a fast moving environmentAdditional Information
Some lifting, carrying, pushing and pulling equipment is involved
Although this position is based out of Intechgrate System's main office in Sarasota, FL, traveling to and from customer business locations is required.
This position includes providing phone & remote session support from Intechgrate System's Sarasota office or onsite support at our customers in Florida's central gulf coast area. Majority of client office locations are within a 50 mile radius of Sarasota. Mileage is reimbursed as reported, at a rate of $0.50 / mile.
The hours of this position may be altered occasionally to meet client needs, but generally follow this schedule : Monday through Friday; 9 : 00 AM – 5 : 00 PM
Must pass Drug Free Workplace Testing
Must pass Background Check
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