IT Support Technician - Tier 1

WHO ARE WE

At Advanced Network Solutions our mission is to earn the trust of our clients by providing technological solutions with their best interests in mind. Our team will achieve this by serving all our business partners with care, enthusiasm, and dependability. Our services include 24/7 IT support, Managed Cybersecurity, Cloud Software Solutions, Data backups & Disaster Recovery, Phone Services, Video Surveillance, Point to Point Wireless, and Infrastructure Cabling. As an MSP that thrives on fostering growth from within, we believe in cultivating a skilled, dedicated team. That enables us to not just meet but exceed the expectations of our clients through friendly service, top-tier support, and timely responses.
Advanced Network Solutions is an MSP that provides technical support to many clients not just throughout Kern County, but across the United States, and we understand that modern successful businesses rely on their ability to adapt, evolve, and innovate with technology. That's why we're dedicated to not only providing robust solutions but also to cultivating an environment where our team members can grow both personally and professionally. From our entry-level technicians to our seasoned engineers, each team member plays a crucial role in our success and the success of our clients.

OVERVIEW OF POSITION

A Tier 1 position is ideal for someone with a passion for IT and someone who is eager to get started in the IT field. The right candidate for this position is an outgoing individual who enjoys helping others with a positive attitude. You will be the first line of support our clients work with when they call into our office after speaking with Intake. You will also be in the first line of support for emailed requests on our support ticket board.

Experience:
Required:

• 1+ years of experience in a customer/user facing Support role
• CompTIA A+ Certification, Google IT Support Certificate, or equivalent.

Preferred optional, additional experience:

• 2+ years of experience in IT, or at an MSP, working with a ticket system and as remote support
• College degree in an IT related field, or proven ability to properly research, document, and report
• Experience reading and writing technical support and guide documentation
• Experience with Microsoft Windows Server 2016 and newer
• Moderate network infrastructure experience (working with switches and networking)
• Cyber security experience
• Experience with Veeam and VMWare
• Experience with computer or server hardware
• Basic understanding of SQL or similar database systems

RESPONSIBILITIES & TASKS

• Communicate with our clients with friendly, quick and helpful explanations over the phone and by email
• Troubleshoot support requests received via both phone and email
• Track open tickets to ensure that the technical team completes all outstanding tasks
• Escalate tickets that require Senior Tech support
• Assist our procurement manager with shipping and receiving packages from vendors or clients
• Work with a wide assortment of systems (desktop support – both hardware and software, cloud hosted applications, networking, VoIP, Microsoft 365, etc.)
• Use, review, and improve technical support documentation
• This position requires rotating 24/7 on-call coverage, including nights and weekends.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday
• On call

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Work Location: In person