Company Overview

At Semperlinc, we deliver secure services that achieve desired outcomes from the first engagement with our clients. Our main agenda is to successfully deliver strategies that have proven to be effective while maximizing efficiencies and safeguarding all assets. We introduce strong leadership and provide clients with the confidence that they made the right choices, because we know that if we can lead with confidence and success, we can continue to build those partnerships long term. Right from the very start of our relationship, we build trust and confidence to get our clients’ businesses where they needs to be.

Open positions

Job Title: Level 1 Technical Support
Location: Remote & NYC/NJ
Reports To: Director of Services

Job Description

  • Install and configure hardware and software
  • Respond to tickets in accordance with SLA guidelines
  • Work with our Service Desk Documentation Remote Monitoring/Management and all other system
  • software to accept and resolve L1 and L2 service requests incidents and problems Documenting and
  • tracking all steps taken to the resolution
  • Responsible for escalations on all desktop network and server infrastructure service tickets to ensure
  • service levels are maintained
  • Create and document service management procedures and standards to ensure engineering best practices
  • are maintained
  • Work with clients directly over the phone and using remote software or travel onsite
  • Respond in timely manner to requests and issues
  • Repair and replace equipment as needed
  • Provide onsite and remote support to end users
  • Assist in AV setups as needed for meetings
  • Set up new workstations for users (deploying equipment create Active Directory Accounts O365
  • Heavy use of Windows and Mac OS devices
  • Ability to work in Active Directory
  • Research and test new technology

Daily Activities

  • Accept and resolve tickets service requests/incidents/problems using our Service Desk software
  • Accept client facing phone calls and contact clients via phone and/or email to assist in resolving incidents
  • and problems
  • Use remote management software to log into client PCs and resolve service requests/incidents/problems
  • Answer the phone with a cheerful and enthusiastic tone
  • Perform initial fault finding and basic troubleshooting of both incidents and problems
  • Deal with ticket escalations internally and externally with support tickets from third party vendors
  • Assist with deployments in the field NYC/NJ Area

Desired Attributes and Experience

  • Customer service skills
  • Excellent verbal and written communication skills
  • Reliable
  • Solid understanding of computers networks and software
  • Solid understanding of TCP/IP DHCP DNS Domain Controllers etc
  • Experience using MS Office applications Word Excel Outlook
  • High attention to detail
  • Previous experience with ConnectWise Manage Automate Remote
  • Previous experience with Bitdefender
  • Previous experience with LionGuard
  • Ability and willingness to travel to client sites as needed
  • Ability to drive to drive and travel as needed
  • Ability and willingness to work overtime when needed
  • Ability and willingness to quickly learn new technology and software
  • Ability to lift 50 lbs

Qualifications

  • Bachelors Degree in Computer Science or Associate Degree plus two years of tech support experience
  • A+ and Net+ Certification or equivalent required
  • At least 3 year(s) of working experience in the related field is required for this position

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