Department:  Service & Support
Reports to:  President

Position Summary

At Secarus, a Service Technician is an entry-level, full-time, hourly position responsible for handling first level support of service requests.  This relates to all technology, to include: workstations, servers, printers, networks, VoIP, cloud services, and vendor specific hardware and software.

 

Essential Duties and Responsibilities

  • IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
  • Support and maintenance of backup disaster recovery solutions
  • Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Telephony support relating to technical issues involving all telecommunications systems: VoIP, voicemail, analog, and vendor specific hardware and software
  • Work with telecommunications carriers for troubleshooting of voice and data circuits
  • Remote access solution support: ConnectWise Control, VPN, Terminal Services, and Citrix
  • System documentation maintenance, review, and recommendations
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

 

Additional Duties and Responsibilities

  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently
  • Enter all work as service tickets into ConnectWise Manage
  • Escalate service issues that require engineer level support or cannot be completed within agreed service levels
  • Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
  • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
  • Document internal processes and procedures related to duties and responsibilities
  • Responsible for entering time and expenses in ConnectWise Manage as it occurs
  • Work through a daily schedule in ConnectWise Manage that has been established through the dispatch process
  • Work through project tickets and phases in ConnectWise Manage as assigned by a Project Manager
  • Understand processes in ConnectWise Manage by completing assigned training materials and blueprints on the ConnectWise University
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

 

Knowledge, Skills, and/or Abilities Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, or VMware VCP
  • Understanding of networks including switches, routers, cable modems, DSL, and Wi-Fi
  • In-depth knowledge and expertise in VoIP protocols and fundamental concepts used in telecommunication systems
  • Working knowledge of access network issues that impact VoIP performance as well as their measurement and analysis
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment
  • A valid driver’s license and ability to travel to client sites, when required
  • Ability to climb stairs and occasionally lift up to 50 pounds

 

Previous Experience Requirements

  • 1-3 years of related IT experience.
  • BA/BS, preferably in managed information systems, business administration, or a related field.

 

Company Information

Secarus is a fast-growing Managed IT Services Provider (MSP) on the north side of Chicago. We serve a vast array of clients in and around Chicago as well as in several other states. Founded in 2013, we’ve grown exponentially and are looking for top-tier talent to grow with us.

 

Benefits

Full-time team members have access to a smorgasbord of benefits including:

  • Performance-based incentives
  • Generous bonus programs
  • Full on-the-job training & support
  • Fun working environment and culture
  • Great opportunity for advancement
  • Access to health, vision, and dental insurance
  • Paid vacation and sick leave
  • 401(k) with company match (Coming Soon!)
  • Gym membership … and more!

 

Next Steps

Please send a full resume to Careers@Secarus.com to begin the application process. Be sure to introduce yourself in the email and let us know why you're considering a career with Secarus. Eligible candidates will receive further instruction for beginning the interview process after their credentials have been thoroughly reviewed. Only local candidates need apply.

The statements above are intended to describe the general nature and level of work being performed by a person assigned to this position.  Other duties may be assigned as needed.