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Job Title: Tier II Tech Support Representative

Company: Nutmeg Technologies, a leading Managed Services Provider (MSP), is committed to delivering customer-centric IT Support and consulting to businesses.

Role and Responsibilities:

As a Tech Support Representative, your duties will include:

  • Providing frontline IT support and customer service for company hardware and software, such as computers, mobile devices, AV equipment, applications, and platforms.
  • Responding to and resolving Level 1 & 2 requests efficiently by leveraging a knowledge base tool, your expertise, and ticketing systems.
  • Supporting remote users through remote support software (N-able / ConnectWise) and phone.
  • Managing client PC refresh, replacing old computers with new ones, and migrating data and settings.
  • Preparing workstations for new employees, which includes hardware and software installation, profile creation, printer set-up, etc.
  • Assisting in the operation of computer peripherals such as scanners, faxes, switches, wireless routers, and mobile devices.
  • Supporting conference room and AV equipment.
  • Providing on-site IT support for customers, requiring local travel as needed.
  • Ensuring resolution of issues by following up with customers.

Qualifications and Experience:

  • Minimum: High school diploma (Associate's degree or higher preferred)
  • 1-3 years in a Help Desk/Desktop Support environment
  • Excellent customer service skills and strong verbal and written communication skills
  • Ability to work well in a fast-paced, high-volume, team-oriented environment
  • Proficient in multitasking, problem-solving, and prioritizing tasks
  • Detail-oriented and self-sufficient; capable of researching complex technical problems
  • Microsoft Certifications (MTA, MCSA, or MCSE) preferred

Technical Skills:

  • Proficiency in Microsoft software, including Operating Systems, Office suite, OneDrive
  • Experience with ticketing systems and remote support tools
  • Troubleshooting expertise for applications such as Microsoft Windows 7-11, MAC OS (a plus), Active Directory, Office 365 (a plus), Security software
  • Troubleshooting skills for hardware such as PC components, printers, scanners, wireless access points, AV equipment, tablets, and mobile phones
  • Experience in using command prompts for refreshing group policy, flushing DNS, and troubleshooting LAN and WAN connectivity issues
  • Maintenance skills for printers, including troubleshooting, replacing consumables, etc.

Additional Information:

This job is primarily in-office. Remote work is allowed under certain circumstances, and the candidate must be prepared to work from home. This will require a stable, non-wireless internet connection and a quiet workspace.

Job Details:

  • Type: Full-time
  • Pay: $27.00 - $31.00 per hour
  • Shift: 8 hours, between 7:30 AM and 7:00 PM EST
  • Holidays: Yes
  • On-call: Yes
  • Vaccination requirement applies to staff members visiting clients where vaccination is required

Benefits:

  • 401(k) with matching available from day 1
  • Vacation and personal days available from day 1
  • Employee discount
  • Health, Dental, and Vision insurance
  • Retirement plan
  • Paid time off

Education and Experience:

  • High school or equivalent (Preferred)
  • Tech Support: 3 years (Preferred)
  • Help Desk: 3 years (Required)

Location: In-person work.

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