TIER ONE VIRTUAL HELP DESK & FIELD TECHNICIAN

Position Summary

Mazaroth IT Solutions is currently looking for a Tier One Virtual Help Desk and Field Technician who will be responsible for providing macOS, PC, Linux and Cloud Services technical support, remote & on-site service repair, and consulting services to our business and residential clients.

Position Competencies

• Must be well organized
• Must be trustworthy, reliable, knowledgeable, and friendly
• Must be incredibly punctual, have a history of honoring commitments, and showing up on time
• Must be highly resourceful in the areas of problem solving and troubleshooting
• Must be a natural self-starter who can self-motivate and work as part of our virtual and physical team
• Must have the ability to effectively prioritize and manage time
• Must have a steady, patient and consistent approach to tasks and duties
• Must have a natural inclination to work a problem until a solution is found
• Must have excellent people and phone skills
• Must have excellent verbal and written communication skills
• Must have excellent follow-up skills
• Must have a positive, service-oriented, "can-do" attitude is a must
• Must have a natural curiosity about evolving technology

Required Technical Skills

• Proficiency in macOS X 10.13 - 10.15
• Proficiency in Windows 8 - 10
• Knowledge of Active Directory Administration
• iOS device setup and troubleshooting
• Network troubleshooting of modem, router, firewall, and switches
• Proficiency in macOS native applications like mail, calendar, etc.
• Cloud services such as, Google apps, and Exchange/Office 365 setup and administration

Daily Duties

• Answer incoming calls and creating new job tickets for each transaction (20% of daily duties)
• Assisting clients with troubleshooting and remote support, possible on-site and via telephone as necessary (60% of daily duties)
• Documenting problem and solution descriptions for collective knowledge base (10% of daily duties)
• Complete instant billings and invoices daily (5% of daily duties)
• Participate in team meetings as requested (5% of daily duties)
• Follow up on and complete assigned duties from the Senior Engineer
• Miscellaneous special projects assigned by Operations Supervisor and/or Senior Engineer as necessary
• Act as liaison between clients and the Senior Engineer as necessary
• Reports to Senior Engineer

Background Experience

• Must have a private workspace in your house, where ambient noise can be minimized during work hours
• Must have high-speed access to the internet from your home office
• Must have a workspace with a desk and ergonomically fitted chair
• Must have desk space for a Unite digital desktop phone (unit and service to be provided by Mazaroth) and an operational power outlet
• Must have Internet service meeting at least 50mbps (monthly allowance provided by Mazaroth)*
• Must have a valid driver’s license and clean driving record
• Must have a reliable, insured vehicle (proof of active auto insurance, both liability and collision, will be required)
• Must have the physical ability to lift and carry up to 50lb. objects up stairs, carry a 20lb. computer bag and crawl under tables
• Must have the ability and social flexibility to work in both residential and business environments
• Must be willing to have a flexible schedule as necessary and open to working weekends on occasion

Application Process

Please submit a brief cover letter and full resume (in MS Word, Pages or .pdf format) to: contact@mazaroth.com

Additional Details

Mazaroth IT Solutions is committed to diversity. We are an Equal Employment Opportunity and Affirmative Action Employer.

* Mazaroth will reimburse for a portion of cell phone and Internet service fees.