Tech Support Specialist

Goldenberg Technologies Inc. (d/b/a DRENSYS) is seeking an IT Tech Support Specialist to join our team on full-time basis.

We are a full-service MSP firm servicing the Tri-State Area. We deal with all sorts of business technology, including hardware, software, custom apps, web development, low voltage wiring, IP Surveillance, VoIP, and more. Our HQ is in Brooklyn, NY, with an office in Hackensack, NJ. While many support tickets can be worked on remotely, this position requires the tech to work from NJ office and to perform Field Visits around NJ as needed.

Tech support inquiries will come by phone, email, and via a ticketing system. It will be the tech’s responsibility to appropriately log all such inquiries in the ticketing system, address them in a timely manner, notate all work performed, and create reports at the end of the day. Examples of tickets include: create/manage users, workstation break/fix, printer issues, 3rd party app assistance, tracing wires, assist with IP phone issues, etc. Problem-solving skills and determination are imperative. All back-office resources will be available for assistance with more complex issues.

The right candidate will have hands-on experience with low voltage wiring, computer assembly and repair, major software management, Windows server, etc. Customer service skills, and a can-do attitude are also essential parts of the job.

While we keep standard business hours, this is not a 9-5 job. Sometimes you may be asked to come in a little earlier, or stay a little later to finish your workload. Sometimes Field Visits must be scheduled off-hours to accommodate a client, so we're looking for someone with a flexible schedule. You will be paid hourly, so all your time will be compensated.

Keep in mind that this is a tech-intensive position, and you will be tested on your knowledge of basic IT concepts. If your previous experience in a similar setting only required you to answer phones and take messages, you are not the right fit. We are willing to train the right candidate as long as base concepts are understood on theoretical and practical levels.

Responsibilities:

• Provide technical assistance with computer hardware and software
• Resolve issues for clients via phone, in person, or through remote connection
• Track customer issues and resolutions via a ticketing system
• Ability to work alone and as a member of a team, in person and on the phone
• Ability to work under pressure, and prioritize your tasks accordingly
• Knowledge of printers (installation of network printers, drivers, etc)
• Knowledge of Microsoft Office Suite, Office 365, installation and basic troubleshooting
• Knowledge of Windows Operating systems (Windows 7, 8, 10, 11)
• Knowledge of CAT cables and their differences, ability to trace and troubleshoot cable issues, ability to certify and crimp cables with Keystones / RJ45
• Knowledge of routers, firewalls and basic network routing
• Ability to reinstall windows operating system, Apple and/or Linux OS
• Basic Knowledge in Command Prompt
• Install and troubleshoot various 3d party applications

These qualifications aren't required, but preference will be given to candidates who posses them:

• Basic knowledge of QuickBooks backend
• Basic knowledge of Windows Server environment
• Core Certifications (Microsoft, Networking , Cisco, etc)
• Basic understanding of CCTV operations

Basic Requirements:

• Previous experience in Tech Support or other related fields
• Familiar with MS365 and Google Business Suite
• Experience with major email clients like Outlook, Thunderbird, Apple Mail, etc.
• Flexible schedule
• A or other related certifications
• Ability to build rapport with clients
• Strong troubleshooting and critical thinking skills
• Positive and professional demeanor
• Clean Driver's License
• Some equipment lifting might be required
• Must be able and willing to follow company policies and protocols

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekend availability

Experience:

• Tech Support: 1 year (Required)

License/Certification:

• CompTIA A (Preferred)

Willingness to travel:

• 50% (Preferred)

Work Location: On the road