Dataprise is hiring a
Support Technician

Summary

Join our team as a Support Technician 1 and provide technical support for backup and disaster recovery systems, serving as the first contact for customers via phone or email in a fast-paced, customer-focused environment.

Requirements

• Hands-on experience diagnosing and resolving technical issues using creative problem-solving skills
• Strong attention to detail and self-motivation
• Previous working experience as a support technician for two years in a similar role
• Intermediate knowledge of Windows operating systems—desktop and server
• Bachelor's degree in computer science or a high school diploma and two years of relevant experience
• Working experience with service desk ticketing systems, monitoring tools, and patching tools
• Knowledge of VMware vSphere and Microsoft Hyper-V
• Experience working with enterprise backup platforms is preferred
• Basic network infrastructure knowledge (switching, routing, TCP/IP, etc.) and knowledge of Microsoft 365
• Ability to follow processes but also think outside the box
• Excellent organizational, communication, and interpersonal skills
• Highly customer-oriented and patient

Responsibilities

• Manage backup and disaster recovery support tickets promptly and document customer interactions
• Serve as the first contact with customers who need technical assistance via the phone or email
• Perform troubleshooting using different diagnostic techniques and creative thinking
• Troubleshoot, diagnose, and resolve hardware and software issues for cloud-based and customer-facing systems
• Provide quick resolution and excellent customer service
• Redirect unresolved matters to the next level of support
• Provide information on related IT products or services
• Keep records of problems and their solutions
• Follow up with customers and meet prescribed SLAs
• Provide feedback on processes and make recommendations on areas to improve
• Maintain technical documentation and service catalog on the installation of software, the configuration of hardware, and problem troubleshooting
• Perform fixes to Windows server and cloud systems
• Perform post-resolution follow-ups with Level 2 technicians and customers as necessary
• Assist with other customer issues and internal projects as required