Support Technician

Support Technician

Job Title:  Support Technician

Job Summary:  We are looking for a highly motivated and self-manageable candidate to become part of our growing team in Nashville, TN. We provide full-scale professional IT Services for a number of small to medium sized businesses in the Greater Nashville area. Our team is professional, reliable and fun.

Overview:
The purpose of the Support Technician is act as the first point of contact for our clients who need IT Support.  NSG’s business model is focused on delivering an excellent customer experience, therefore our Support Technician’s play a critical role in NSG’s ability to efficiently and consistently deliver excellence to our clients.   

Roles & Responsibilities of the Support Technician:

  • Provide network support for a growing client base in the Greater Nashville area
  • Monitor and maintain network infrastructures, and proactively recommend changes to internal staff to deliver to clients to improve system stability and reliability
  • Act as the primary resource for the execution of monthly reoccurring tickets in the ticketing system
  • Receive input from users about problems they experience and react appropriately based on priority levels
  • Work directly with customers on a technical basis to quickly and effectively restore 100% functions
  • Research, test and deploy new technology. Develop and see through to completion complex solutions.
  • Manage a web based support queue of tickets and opportunities assigned and show initiative and creative solutions to address items based on priority.
  • Maintain a ticketing system of hours billed and report them appropriately on a regular basis to fulfill company requirements and customer billing practices.
  • Monitor network performance in order to determine if adjustments need to be made, and to determine where changes will need to be made in the future including determining the practical/business effects those changes might make to LIVE system operations.
  • Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate current and FUTURE system and network requirements.
  • Support client systems inventory management
  • Maintain computer networks and related computing environments and documentation, including computer hardware, software, and inventory management in varying configurations
  • Diagnose hardware and software problems, and replace defective components in a cost effective and efficient manner 

The following knowledge is required:

  • Bachelor’s degree in Business Administration, Management Information Systems or a related field.
  • Experience in network administration, systems analysis and design, and support activities in multi-user network environments.
  • Legal experience preferred.
  • Must display an interest in career development, continual education, and a desire to create and implement innovative solutions.
  • Must demonstrate a high level of organizational skills and the ability to self-manage and prioritize a dynamic workload.
  • Must always exercise the highest ethical standards.

Although not required for the position, the following knowledge is preferred:
Proficiency with computing hardware including:

  • Desktop and Laptop computer configuration
  • Networking equipment: router, firewall, WAP, switches, ISP/PBX equipment
  • Servers: SCSI configuration, Raid arrays, Backup tape drives
  • PBX/Telephony equipment

Proficiency with computer software including:

  • Microsoft Windows
  • DHCP
  • DNS
  • TCPIP
  • RRAS
  • Terminal Services
  • Microsoft SQL Server
  • TCPIP – Especially that related to Internet connectivity and troubleshooting
  • Microsoft Office
  • Microsoft Exchange Server
  • Desktop Imaging & Standardization
  • Backup Software, devices and media

Personal Requirements:

  • Well organized and detail oriented
  • Excellent oral and written communication skills
  • Excellent problem solving abilities
  • Get it done attitude and ability
  • Self management / Innovative
  • Successful completion of a criminal background check

Interested?
Please submit your resume along with a cover letter and referrals to  resume@nsgllc.com.