Job description

CyberSheath Services International LLC is a rapidly growing Managed Services Provider (MSP) primarily focused on providing Managed IT, Cybersecurity, and Compliance services to our clients. We are excited to be expanding our staff due to our extensive growth and are looking to add an additional Field Service Technician to our team to provide exceptional support to one of our premier clients in the Long Island, New York area!

The ideal candidate will possess a strong work ethic, and desire to learn and grow their technical skillset while providing on-site support as needed for staff both technical and non-technical. Consistently providing excellent customer service and technical support is imperative to the success in this role.

The Field Service Technician Level I is the first point of contact for customers experiencing technical problems. Technicians are responsible for promptly responding to customers via telephone, web chat, and/or email. Technicians attempt to resolve issues on the first call and will collect enough information to escalate the service ticket to the next tier if unable to resolve. Technicians also proactively place outbound support calls to follow-up on automated alerts. Duties may require work in-office, remote, or on-site.
Primary Duties (include but not limited to):

• Troubleshoot and resolve issues with end-user hardware, software, and cloud services remotely over the phone, and on-site as directed.
• Ensuring accurate and timely entry in service tickets for all work performed.
• Provide day to day operational support for:
• Desktop Operating Systems (Windows, Android Tablets)
• Microsoft Office 365, Azure, Teams, OneDrive, SharePoint
• Networking Devices (Firewalls, Switches, Access Points)
• Line of Business Applications
• Hardware peripherals (Printers, monitors, docking stations, webcams, etc.)
• Mobile devices / Mobile Device Management
• Provide hands-on onsite support as necessary for the remote technical staff
• Assist with the onboarding and offboarding of clients, systems, and users
• Deploy and maintain security tools and management agents to client endpoints
• Maintain current notes and time entries for all issues in the helpdesk ticketing system
• Create and maintain comprehensive documentation for internal and client systems
• Work with third-party vendors to remediate issues as needed

Additional Duties

• Work with equipment vendors during installations, acquisition negotiations, and hardware performance issues
• Accurately document instances of software or hardware failure, repair, installation, and removal, and other work requests
• Participates in Projects as directed / assigned
• Works with other field personnel in installation, configuration, and integration and handles any related technological support from customers
• Keeps professional, detailed notes on tickets worked, and helps to maintain accurate internal documentation

Qualifications

• 2+ years in a direct customer-facing service role
• Minimum 1 year working in a Helpdesk / Managed IT Services role
• Knowledge of Microsoft Cloud Technologies including Office 365, Azure, Azure AD, Endpoint Protection, Intune, Autopilot, etc.
• Excellent organizational skills including the ability to balance conflicting priorities
• Ability to work independently, and as part of a team
• Experience with:
• Networking principles: routing, subnetting, VLAN, NAT, protocols, DNS, DHCP, VPN
• Windows Server
• Active Directory
• Windows 7, 8, 10
• Remote administration tools
• Mail servers and apps, spam filtering
• User application configuration and troubleshooting
• Event logs and correlation/troubleshooting
• Thorough documentation
• Hardware assembly, disassembly, troubleshooting, maintenance
• Experience using a helpdesk ticketing system for incident tracking and time entry
• Ability to provide exceptional customer service in all situations
• Possess strong troubleshooting, problem-solving, and verbal/written communication skills
• Knowledge of Security Technologies:
• Multifactor Authentication
• Encryption
• Endpoint Detection and Response
• Knowledge of scripting and automation tools a plus
• Demonstrated ability to work in a team environment
• Must be authorized to work for any employer in the U.S
• Preferred Certifications:
• Microsoft MD100/MD101
• CompTIA Server+, Security+, Network+

Required

• Demonstrates fundamental knowledge of communications applications, managed services, cloud, and other technology solutions, with an ability to understand and follow written and verbal procedures
• Ability to complete assigned tasks with some or no guidance
• Communicates effectively with other staff, requests assistance as needed, and learns readily by observation or received instruction
• Quickly recognizes when and how to escalate service issues when appropriate
• Excellent verbal and written communication
• Ability to influence and work collaboratively with both technical staff and non-technical clients to accomplish assigned goals

Work Environment

• This is an entry level position on a growing IT team
• This role is based in Huntington Station, NY, with regular travel to other client locations.
• Some weekend, and evening work may be required as needed.

Job Type: Full-time

Pay: Up to $65,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Huntington Station, NY: Reliably commute or planning to relocate before starting work (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person

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