Framework IT is Chicago’s premier IT Managed Service Provider with a mission of reinventing technology by reinventing how technology is serviced. We base our vision on a ‘client-first’ motto to focus on clients’ business needs and challenges, then design their support solutions. We have taken bold steps to shake the status quo and turn the “dog-eat-dog” office hierarchy and big boss culture on its head. We believe and have measurable proof, that investing in the health, happiness, and welfare of our employees and our community allows us to spearhead the next big ideas that will shape the way technology enhances the world around us. We invest heavily in our team by offering constant on the job and formal training, certification programs, and cross-training, among others. Framework IT was founded on the fundamental need to enhance our community and culture through technology. We work together to grow together. We walk the walk. Don’t believe us? Read on, oh Support Technician Ninja, I think it’s time you abandoned the shadows and began your journey toward feeling appreciated.
It is vital that the Support Technicians actively engage with clients, to provide IT support ranging from workstation issues, email issues, printer issues, and basic networking and server support. Depending on the complexity and duration of each situation, technicians handle between 8-12 tickets daily and must be comfortable initiating the right dialog with the client to successfully address, troubleshoot, resolve, or escalate any issues. Ultimately, the combination of proactive communication, exceptional customer service and follow-up, detailed ticket documentation, and a little heart and soul can ensure the accurate diagnosis and timely resolution of any issue that may arise.
This will be a remote role during the for the foreseeable future. There will also be flexibility for WFH after Covid-19 phased reopening plans.
Who You Are:
- A disciplined, quick, and focused learner.
- Someone who has enough moxie to manage stressful situations gracefully.
- Critical thinker who profoundly understands the need for strong communications skills, proper syntax, and the inherent knowledge that subject/verb agreement.
- Pragmatic problem-solver who understands deadlines.
- Proactive-not reactive. You can see the curveball coming, and even if it’s not in the zone, you are going to hit it, before it hits you.
- “Let’s do this!” mentality-professionally and personally
- College degree is preferred (But Mark Zuckerberg doesn’t have one.)
What You’ll Do:
- Expertly handle service tickets assigned by the client service coordinator
- Connectivity Troubleshooting (Internet, Applications, File Shares)
- Basic Server Support (Active Directory, Terminal Services, DNS)
- Basic Networking (PoE, Linksys, Netgear, DHCP, NAT, DNS, Wireless, etc.)
- Mobile Device Support
- Email Support (POP3, IMAP, Exchange)
- Anti-Virus and Anti Malware installation and PC cleanup
- Application Installation
- Deliver the highest-quality customer service in the industry
- Help answer incoming calls to the service hotline.
- Consistently follow up with clients on ticket status, next steps, progress, and resolution.
- Assist the sales team with product research, pre-sales activity, and identifying sales opportunities.
- Install workstations and applications following FWIT protocol, and possibly implement networking, server, or storage equipment
- Deploy our remote monitoring and management tools during onboarding and train end-users how to open tickets Workstation Support (Hardware, OS Patches, Drivers, OS rebuilds)
- Submit timesheets promptly, thoroughly, and accurately, with appropriate breakdown of billable time by activity.
- Ensure training excellence to the client on company-installed technology solutions and solution components.
- Prepare comprehensive work product documentation, checklists, training materials, and standards documents to ensure high-quality service delivery, efficiency, and effectiveness.
- Thoroughly test all work and involve the client in acceptance testing to ensure their needs are met.
- Effectively communicate with company clients and staff using internal communications guidelines and workflows.
- Follow procedures to deliver services in an organized, effective manner to ensure customers perceive our company to be thorough, well-prepared, and punctual. Take ownership of issues and show professionalism and control.
What You Possess:
- 1-2 years of experience in IT troubleshooting and supporting computer, networking, or server infrastructure.
- 2-3 years of experience troubleshooting and supporting computers, peripherals like printers, basic networking issues, and basic server issues.
- worked in end-user support roles in the past, ideally at another consulting company or Managed Services Provider.
- Desired Education/Certifications: - A+, N+, MCP, CCENT
- Desired Technical Skills: PC/Mac, Printing, End-user Application Support, Structured
- Cabling, ISP Installation, WLAN, Antivirus, Mobile Devices, Email, basic networking and server support
- Actual certifications listed or at least a practical working knowledge of the content covered in those certifications
- Minimum 1 year Managed Service Provider experience preferred
- Experience with ConnectWise suite preferred
Physical Requirements:
- Ability to lift, carry, or move light hardware, up to 35 lbs. for delivery and installation purposes.
What We Offer:
- Gratitude. But our thanks won’t pay the bills, so the right candidate will receive a highly competitive salary alongside equally competitive benefits.
- Also, we offer full technical career development – we invest in our employees and hope you take advantage.
Compensation/Benefits:
- Starting salary of $35k-47k based on experience and skills
- The annual bonus of up to 10%
- 401k with company match
- Platinum rated PPO health and dental
- Vision
- Life
- Disability
- Flexible PTO
- Awesome collaborative culture
- Training and exam certifications reimbursements
- A kitchen full of awesome healthy snacks (Some unhealthy ones too ;-)
- Car/mileage reimbursement
- Free Parking (when onsite) & so much more!