Company name: Focus Technology Solutions.

This role remotely supports our clients by serving as the first point of contact for all technical support issues that arise through our Live Help Desk Operations Center.

Essential Functions:

Serves as a first point of contact for all technical support issues
Provides technical support to resolve network issues, configuring operating systems, as well as remote desktop connections to provide immediate support to customer end users
Diagnoses and troubleshoots software and hardware problems and helps customers install applications and programs
Provides mid-level knowledge of IT/IS technology in a productive environment
Monitors ticketing system and ensures tickets are addressed in timely fashion
Performs preventative maintenance for clients including server updates, checking backups, anti-virus and application maintenance
Provides remote support to clients over the phone using remote assist tools
Assists in maintenance of servers, as well as all applications in use by clients
Delivers high level of customer service responding to clients quickly and comprehensively
May triage between client and vendors to assist in resolving client issues with hardware, software, communications (networks/ISP’s), phone systems, PDA’s, and desktop applications
Documents all hours daily, separating billable hours from non-billable hours, detailing work to include with timesheets
Balances high volume of requests/issues with a sense of urgency, tact and diplomacy while meeting deadlines/expectations
Assumes flexibility with rotating schedules providing on-call support, as assigned
Applies technical knowledge and systems/software expertise to identify root cause of customers issues responding and articulating solutions
Collaborates with teammates to further develop self-knowledge of technology while supporting same teammates to meet or exceed customer solutions
Tracks requests and solutions, delivering metrics, establishing trends and outliers delivering standard reports for management review periodically
Addresses client needs and concerns appropriately and promptly, escalating tickets appropriately to the correct Senior IT Consultant
Participates in external and internal meetings to provide technical expertise, as needed
All other duties, as assigned

Maintains a high level of professionalism and a courteous demeanor
Strong knowledge and proficiency with Microsoft Office products (Word, Excel, PowerPoint), networks and systems such as HP and Dell
Experience with LAN, WAN, and WLAN technologies
Knowledge in implementation and troubleshooting network devices
Configures and troubleshoots VPNs for end user access
Technical Knowledge of, storage, virtualization, and compute across multiple vendors
Experience working with diverse environments
Demonstrated positive and professional interpersonal skills and strong written and verbal communications skills
Exceptional client relations and interpersonal skills to engage and service clients effectively based on the organization’s values and will be measured using applicable performance tools
Strong organizational, multi-tasking, detail-oriented and time management skills
Consistently maintains a high attention to detail
Works independently and collaboratively to resolve problems and manage demands on time and deliverables
Strong documentation skills
Adaptability to changing priorities, as needed
Positive teamwork skills
Maintains a high level of confidentiality


2-3 years’ experience working in network administration or Help Desk role
Working knowledge using Office 365, a plus
Industry technical certifications, a plus


High School Degree or some college courses/certificates in related field (business, computer science, information technology)

Self-motivated and self-directed
Active listening, engaging customer to identify root causes and deliver solutions
Dedication to Total Quality Management
Technical learning
Customer focus