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Premier LogiTech ("Premier") is looking for a IT Service Technician Level 3 to join our team! 

 

Company Information:

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Premier is a fast growing certified partnered with several industry leaders in IT, including Dell EMC, HP and others. Premier was recently recognized as an SMU Cox Dallas 100 Award winner as one of the 100 fastest growing company in the Dallas-Ft. Worth area. 

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Premier’s growth and expansion of services has created the need for several new positions, including the position of IT Service Technician located in Austin, Texas.

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Position Summary:

The IT Services Technician provides technical assistance to External customers and some internal clients on computer systems and fundamental infrastructure assets by responding to questions and requests with a timely solution. This position will solve technical challenges for the customer whether it be focused on infrastructure and/or end device environments. As an integral part of the IT Team, this role may offer suggestions or provide training as part of the enhancement of existing and new internal processes (technical and operations) while leveraging tools to their fullest extent possible..

 

Responsibilities:

  • First point of contact for phone/email support for MSP customers as well as internal Premier Logitech employees

  • Work with customer through our help desk system to remote login to help troubleshoot and fix issues when not onsite

  • Work onsite at designated customer location(s) to assist in Level 1 and some Level 2 support for internal issues

  • Create/update help desk ticketing system including logging of all tickets

  • Escalate tickets to appropriate levels of support

  • Delivery of IMAC (Install, Move, Add, Change/Delete)

  • Break-fix including troubleshooting, parts replacement, system upgrades, and basic deployments and repairs on client assets

  • Identify potential issues that could adversely impact End User experience and follow through on actions to resolve

  • Ensure Service Level Agreements are met

  • Deployment of new laptops

  • End user setup and configuration

  • Email setup and configuration

  • Assist in Windows 10 upgrades, updates, and general patching

  • Create knowledgebase of repairs and the break/fix issues

  • Complete Dell training for company requirements

  • Maintain professionalism with customer and provide excellent customer service

 

 

 

Skills and Specifications Required:

  • Proven experience as an IT Service technician or equivalent customer support role

  • Working knowledge of Enterprise level Microsoft Operating Systems

  • Working knowledge of Computer hardware and general knowledge of Microsoft Servers

  • Ability to diagnose and resolve basic technical issues

  • Working knowledge of Remote Monitoring and Management (RMM) & Service Desk software tools and methodologies, such as Kaseya BMS, VSA, Auvik, SolarWinds, Unitrends, Lansweeper or similar tools

  • Experience with on premise and cloud environments and the ability to troubleshoot in these environments

  • Working knowledge of Microsoft Active Directory, Group Policy, DHCP, DNS, Exchange, O365 and Teams

  • Demonstrated ability to adapt to new technologies and learn quickly

  • Ability to communicate effectively to understand the problem, explain its solution, be customer-focused and patient in dealing with a wide variety of technical and non-technical customers.

  • Technology training and/or related experience

  • Technology certifications are nice to have (Dell, Microsoft, Cisco, SonicWall, Fortinet, VMware, ITIL)

 

Familiar with or ability to learn technologies being supported:

  • Cisco, Cisco Meraki, SonicWall, Fortinet, Ubiquiti

  • Dell (WorkstationsServer/Networking/Storage)

  • Microsoft (Windows Server, SQL, Exchange, O365, Azure, RDS)

  • VMware, Veeam

  • End user devices (PC and Mac)

 

 

Physical Requirements, with or without accommodation:

  • Ability to frequently stand, sit, walk and bend

  • Ability to occasionally kneel and crouch

  • Ability to lift and transport up to 40 lbs

  • Ability to occasionally work in a non climate controlled environment

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Equal Employment Opportunity

The success of Premier Logitech is due to the contributions of employees from diverse backgrounds.  It is Premier Logitech’s policy to not discriminate against any employee or applicant for employment because he or she is an individual with a disability, a disabled veteran, a newly separated veteran, a campaign veteran, or an armed forces service medal veteran (i.e., qualified protected veterans).  It is also the policy of Premier Logitech to take affirmative action to employ and to advance in employment all qualified persons regardless of their status as individuals with disabilities or protected veterans.  Decisions related to personnel policies and practices shall be made on the basis of business need, an individual's capacity to perform a particular job and the feasibility of any necessary job accommodation. Employees of and applicants to Premier Logitech will not be subject to harassment, intimidation, threats, coercion, or discrimination because they have engaged or may engage seeking to obtain their legal rights related to any law regarding EEO for qualified individuals with disabilities or qualified protected veterans.  

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