IT Support Specialist (Fully Remote)

The IT Support Specialist is on the front lines assisting clients with desktop, software and hardware related business technology issues. This individual is required to know how to configure, manage, monitor, maintain, and troubleshoot issues in an effective and efficient way.

Cerge has exceptional standards for customer service, not only for the clients we support, but also for our employees. It is our expectation that the person in this role possesses a positive attitude when working with others and has a helpful spirit when finding solutions.

At Cerge we believe that everybody is equally important to our mission. Cerge has exceptional standards for customer service, not only for the clients we support, but also for our employees. It is our expectation that the person in this role possesses a positive attitude when working with others and has a helpful spirit when finding solutions.

This will be a home based job and you must be based in Tampa, Florida.

Job Purpose:

Receiving, prioritizing, documenting, and actively resolving technical support requests from our clients in a timely manner. This job involves talking to clients over the telephone, communicating via email and chat, working in a busy (sometimes high pressure) support environment. You are expected to enjoy working with people and have excellent written and verbal communication skills.

Key Responsibilities:

  • Possess a positive attitude, take initiative, excellent phone etiquette, excellent written and verbal communication skills
  • Ability to prioritize and multi-task while accurately tracking time
  • Enthusiasm for IT and technology – self-motivated
  • The ability to solve problems without supervision
  • Have a sense of urgency when completing various technical tasks
  • Must demonstrate a strong technical acumen along with attention to detail
  • Remote service desk position working from home – must be based in Florida
  • Shifts may vary – after-hours and weekend shifts may be required
  • Occasional overtime and overnight travel may be required
  • Perform on-site service desk calls
  • Participation in On Call Rotation
  • Additional tasks as assigned

Typical work activities include:

  • Logging incoming customer communication, taking ownership of, and working on support queries
  • Manage effectively the resolution of support issues that are reported to the team
  • Keep customers informed in a professional manner ensuring accuracy of detail
  • Troubleshooting problems and providing advice on the appropriate action
  • Accurately record time, activity and all customer communications in line with procedures
  • Install, support and provide routine maintenance to hardware and software
  • Analyze and resolve faults ranging from a major system crash to a forgotten password
  • Ensure that documentation and job notes are kept up-to-date and accurate
  • Other duties as and when required

Requirements

  • Posses a positive attitude, take initiative, excellent phone etiquette, excellent written and verbal communication skills
  • Ability to prioritize and multi-task while accurately tracking time
  • The ability to solve problems without supervision
  • Have a sense of urgency when completing various technical tasks
  • Must demonstrate a strong technical acumen along with attention to detail
  • Overnight travel may be required
  • Must be able to remain in a stationary position for 60-80% of the time working at a computer and using a phone
  • Clean driving record
  • Remote position requires high-speed Internet connection and distraction free place to work
  • Willing to work outside normal office hours from time-to-time when required
  • Frequently move equipment weighing up to 50 lbs.
  • Occasionally ascends/descends a ladder to service equipment
  • Enthusiasm for IT and technology – self-motivated

Technical skills required

  • 5+ years’ IT Support experience is REQUIRED
  • Experience in an MSP/IT as a Service environment is HIGHLY desired
  • Advanced knowledge of Remote Monitoring and Management (RMM) tools (N-Central experience a plus but not required)
  • Advanced understanding of operating systems (Microsoft Windows 10/11, 8, 7, macOS, iOS and Android) as well as typical Office suite applications
  • Advanced knowledge of networking concepts, setup, troubleshooting, and general administration (Meraki experience a plus but not required)
  • Advanced experience with Office 365, Google Apps, and SaaS Cloud File Sharing products – including advanced troubleshooting as well as system migrations
  • Advanced knowledge of computer hardware and peripherals
  • Knowledge and experience setting up, managing, and administering basic AWS/Azure tenants
  • Knowledge and experience with domain-based networks, such as file and print shares, mail and application servers
  • Knowledge and experience with Active Directory management as it relates to user account creation and modification, security group policy, and distribution groups
  • Knowledge and experience managing mobile devices and tablets and mobile device management (MaaS360 + Meraki Systems Manager a plus but not required)
  • Hands-on working experience with routers, firewalls, switches, VPN devices and wireless and other networking technologies, including TCP/IP, DNS & DHCP
  • Security Experience
  • PCI (Credit Card Environment) experience
  • GDPR (Customer data) and general PII experience
  • Malware/Ransomware/Email Security best practices
  • Security Incident Response and Incident Management experience

Desirable attributes:

  • Skills and experience with working with difficult or demanding clients and situations
  • All employees are expected to display behaviors reflective of our Company values: Honesty, Integrity, Dedication, Loyalty, Reliability, Efficiency, Satisfaction and Contribution.

Benefits

  • A selection of Medical/Dental insurance options through our TriNet benefits HR administrator
  • 401(k) plan administered by TransAmerica
  • PTO
  • Computer provided
  • Cell phone/Internet stipend