Job description

Job title: Service Team Specialist

Location: Grosse Pointe Woods, MI

About us:

Simply Technology is a Managed Service Provider (MSP), specializing in custom IT and VoIP business solutions. Our goal at Simply Technology is to consistently bring on team members and collaborators that help us maintain exceptional customer service and align with our core values. We strive for dedicated individuals that desire to stay with us for a very long time. We believe strongly in providing a path of growth and to promote from within.

The right candidate must love a challenge and constantly be looking for ways to improve themselves and the company. They are driven to improve the environment and they will be expected to contribute to that goal regularly.

Our Core Values:

• Helps first – We’re in the business of helping people. The needs of our customers and team members are of the upmost importance.
• Wants to grow and learn – Hungry for information and eager to share knowledge both with our customers and our colleagues.
• Exhibits compassion – Show kindness and grace to anyone you encounter.
• Curious Problem Solving – Be secure in your abilities while still asking questions.
• Stay honest – Be your authentic self. Tell the truth. Especially when no one is watching.

Our Core Focus:

Providing unique customized solutions through best-in-class service with an engaged, collaborative team.

Who we are looking for:

The Service Team Specialist is responsible for handling service requests. This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software. The ideal candidate should have a passion for providing great customer service, troubleshooting technical problems, and documenting processes.

Technical Requirements:

• IT Support relating to technical issues involving 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: VPN, Terminal Services, and Citrix
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• System documentation maintenance and review in Simply Technology’s Documentation tool
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Provides support to end users on a variety of issues
• Identifies, researches, and resolves technical problems
• Responds to telephone calls, email, and personnel requests for technical support
• Documents, tracks, and monitors the problem to ensure a timely resolution
• Familiar with a variety of the field's concepts, practices, and procedures
• Participate in discovery sessions with prospects and customers to gather and understand their technical and functional requirements
• Execute Managed Services functions as needed
• Engage with customers onsite
• Be available for on call support when scheduled
• Interface with customer’s executives and technical representatives, partners, and all levels of employees.

Additional Responsibilities:

• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Ability to work in a team and communicate effectively
• Work with the Service Team Lead to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Escalate service requests that require engineer level support
• Responsible for entering time and expenses in Simply Technology’s Professional Service Automation (PSA) tool
• Understand processes in Simply Technology’s Professional Service Automation (PSA) tool by completing assigned training materials.
• Enter all work as service tickets into Simply Technology’s Professional Service Automation (PSA) tool

Requirements:

• Desktop Support: 2 Years (Required)
• MSP (Managed Services Provider): 2 Years (Required)
• Customer Service: 4 Years (Required)
• Technical Support in a production IT environment(s), preferably in multi-site environments: 2 Years (Required)
• Mac, Autotask, Datto RMM, IT Glue Sophos, Unifi, experience a plus

Miscellaneous Requirements:

• Must be available occasionally on nights and weekends to perform off-hour maintenance and projects
• Highly organized, self-motivated, and self-directed
• Ability to create knowledge base articles and update customer documentation
• Ability to lift 50+ pounds
• Must have a valid driver’s license and reliable transportation
• Legal authorization to work in the U.S.
• Must pass a background check

Job Type: Full-time

Benefits:

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

Schedule:

• Monday – Friday
• Day shift

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Please provide a brief description on why you applied for this position and what you're looking for in your next career move.

Experience:

• Desktop support: 2 years (Preferred)
• Customer service: 4 years (Preferred)
• Technical Support in a Production IT Environment: 2 years (Preferred)
• MSP (Managed Service Provider): 2 years (Preferred)

Work Location: In person

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