About In-Telecom
In-Telecom is a growing company with a great team that provides exceptional service who is looking for eager professionals to join the team.
In-Telecom is a Louisiana-based company, founded in 2009 as a consulting and business telephone system solution provider. Since then, we have evolved into a full-service technology company providing customized solutions for cloud telephone, voice over IP, managed IT services, video conferencing, cyber security & data backup, physical security, internet services, and more. We attribute much of our success to the ability to provide the best customer experience and technical expertise, thus becoming the singular solution provider for our customers.
Position Overview:
The Help Desk Technician is responsible for accepting, addressing, and resolving customer service requests. They serve as an initial contact point for customers experiencing service issues and work with them remotely to help resolve the issues. They are cognizant of ticketing processes and customer service.
Duties & Responsibilities:
- Provide end-user technical support to all clients via phone, remote support, and email.
- Troubleshoot a wide variety of technical issues in a timely and efficient manner.
- Perform basic system administration functions such as user creation and password resets.
- Manage customer documentation and knowledge base articles.
- Provide customer service with professional etiquette representative of In-Telecom.
- Escalate issues quickly and efficiently in accordance with Tech Impact SLAs.
- Manage daily and weekly KPIs along with timesheets.
- Provide proactive maintenance on client workstations as directed.
Required Qualifications:
- Bachelor’s degree in Information Technology, or Computer Science. At least 6 years of related experience in the role.
- Minimum 3 years of experience working in a Help Desk environment. 5 years of experience working in IT or IT related services. Experience with team building and conflict resolution. Proficient experience with customer service.
- Experience working with the following technologies: Windows Workstations, Windows Server, Office productivity software like MS Office, Office 365 including Azure and Intune, TCP/IP technologies, Networking including routing and switching, firewall technologies, Wireless communications.
- One or more of the following technical certifications:
- Comptia ITF+, A+, or N+
- Microsoft 365 Fundamentals, Endpoint Administrator, or any 365 solutions
Preferred Qualifications:
- 5 years working in a Help Desk environment. 2 years working for a Managed Services Provider.
- Experience working with networking equipment such as Fortinet, Cisco, Aruba, SonicWALL, Meraki, and Ubiquity.
- Knowledge or experience working with VoIP solutions including SIP and RTP. Knowledge or experience working with Access Control systems and Security Camera systems.
- Knowledge or experience working with Cyber Security technologies and processes.
- Two or more of the following technical certifications: Comptia ITF+, A+, Sec+, or N+.
- Microsoft 365 Fundamentals, Endpoint Administrator, or any 365-solution including Azure. Manufacture Certifications like: Fortinet, Cisco, HP, and Dell.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Job Type: Full-time
Pay: $40,000.00 - $55,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- Monday to Friday
- Weekends as needed
Experience:
- Help Desk: 1 year (Required)
Ability to Relocate:
- Baton Rouge, LA: Relocate before starting work (Required)
Work Location: In person