Support Technician Carmel Indiana

Location

Carmel, IN | United States

Job description

Overview

The number one goal of every member of the Technical Support Center is to make our clients exceptionally happy. The TSC Technician plays an important role in making sure that happens. As a TSC Technician you will play a crucial role in designing, implementing, and maintaining our clients' Voice systems along with network infrastructure. You will collaborate with our clients, sales team, and other engineering professionals to provide top-notch solutions tailored to their unique needs.

Upon joining the Technical Support Center (TSC) team you will receive hands-on experience with a wide array of technologies. TSC team members also receive opportunities for certification material and exam reimbursement as part of their role. When help is needed the TSC Technician can get help from a peer or call our escalation line to discuss issues with one of our TSC Engineers.

If you are looking for the opportunity to obtain valuable experience and training in a position that challenges you to utilize your knowledge and skills, then this role may be ideal for you.

About the Company

The Brookfield Group has been in the technology solutions business for over 30 years. TBG provides consultation and technical support primarily to the small to mid-size business market where we strive to find the right solution to meet every client's needs. The Brookfield Group specializes in IT support (on-site and off-site), managed services, development services, and private and shared cloud services.

Responsibilities and Tasks

Customer Service

• First point of contact for customers through our TSC, be that via phone, email, or ticket
• Delight our clients with a friendly, quick, and helpful experience.
• Provide the client with basic remote troubleshooting.
• Remain professional and patient always when working with clients.
• Work closely with clients to understand their communication/network needs and provide excellent technical support and guidance.
• Travel to client facilities for on-site support as needed.
• Participate in on call rotation.
• Schedule and complete off-hour maintenance windows as determined by our clients' needs.

Use of Our Ticketing System

• Open support tickets.
• Manage ticket queue to ensure we are meeting our SLAs.
• Managing and recording all work through our ticketing system.
• Managing and recording time entries through our ticketing system.
• Split tickets that have several issues into their own individual ticket.
• Review and Remediate monitoring alert tickets.
• Make sure that tickets are not "stale" throughout the process.

Specific Skills

• Configure and manage network switches, routers, firewalls, and other network infrastructure components to support VoIP services and ensure optimal performance.
• Install and maintain Voice equipment, including IP-PBX, SIP gateways, VoIP phones, and other related hardware and software components.
• Monitor and troubleshoot Voice systems, identifying and resolving performance bottlenecks and connectivity issues.
• Conduct network assessments and capacity planning to ensure the network can handle VoIP traffic efficiently.
• Implement and maintain security measures to safeguard Voice systems from unauthorized access snd potential cyber threats.
• Work closely with clients to understand their communication/network needs and provide excellent technical support and guidance.
• Assist in the development and documentation of VoIP and network policies, procedures, and standards.
• Make sure that client documentation is well maintained.
• Stay up-to-date with the latest industry trends and technologies related to VoIP and networking.
• While we are looking for an individual with strong skills in Networking and Voice technologies, the right candidate will be able to assist and apply basic troubleshooting for all technologies, i.e. workstation, printer, camera system, door access, phone, backups, server, applications, mobile devices.

Team Work

• Follow the schedule provided by the TSC Leadership Team.
• Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks.
• Follow all our security procedures and keep a vigilant eye out for security issues.
• Identify opportunities for improvement and make constructive suggestions for change.
• Contribute to the process of innovative change effectively.
• Undertake other duties as required by the TSC Leadership Team.

Skills and Attributes

Desired

• Degree in Computer Science, Telecommunications, or a related field (or equivalent work experience).
• A love of (and ability to) solve problems & challenges.
• Great communications skills, founded in being a good listener.
• An understanding of support tools, techniques and how technology is used to provide services.
• Proven experience managing and delivering Voice and Network systems.
• In-depth knowledge of VoIP Protocols and standards such as SIP, RTP, and RTCP.
• Strong understanding of operating systems, business applications, printing systems, and network systems.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues effectively.
• A valid Driver's License.
• Knowledge of IT applications, software, and hardware.
• The ability to keep up with and adapt to the fast-paced IT world.

Nice to Have

• Relevant certifications, such as CCNA Collaboration or CCNP Collaboration.
• Experience working either on a helpdesk or for a Managed Service Provider (MSP)/IT Support Business.

Physical Demands

• Sitting in a stationary/seated position for extended periods of time
• Walking in and around customer facilities for extended periods of time
• Lifting heavyweight items such as computers, servers, network gear, and similar items with some frequency
• Climbing, kneeling, crouching, and crawling in/out of small and large, enclosed spaces to access/move/install computer equipment

Salary & Benefits

• 8 paid holidays and 1 floating holiday per calendar year
• Medical, Dental and Vision benefits are offered.
• Retirement savings plan (401k)
• An easy-going environment and culture (we all enjoy what we do)
• A stand-up desk and a high-powered laptop
• A proactive approach to ongoing training to help you develop life-long skills and knowledge.

Career Growth

We value the growth of our employees and are dedicated to helping them develop their skills. We will assist with cost for certifications such as CompTIA A+/Network+/Security+, Microsoft, Aruba, VMware and others. For someone looking to progress their role, the TSC Technician naturally leads into roles such as: TSC Engineer, Solutions Architect, Account Manager, Virtual CIO.

FCRA Background Check Disclosure: It is the hiring policy of The Brookfield Group, LLC to conduct a full background check as a condition of employment.

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