Service Technician

Cyber Advisors is looking to add a Service Technician to our team. Cyber Advisors provides employees opportunities for growth and learning while servicing a dynamic customer base. Our customers depend on us as their technology consultants and you will be expected to play a major role in our growth and success. You will also build your own skill set as you are exposed to many different types of applications, environments, and platforms. We believe a healthy work-life balance is paramount to the success of our team.

You will work based out of our Wilmington, NC office supporting our small to medium-sized business clients over the phone and via remote support tools. You will troubleshoot hardware & software, setup user accounts and profiles, and provide great customer service.

Examples of Work Performed

• Provide direct technical assistance to clients utilizing remote support tools or in-person
• Troubleshoot and resolve technical problems without supervision
• Provide escalation support to the Service Desk and assistance to Engineers
• Identify opportunities to enhance end-user experience
• Document time, customer correspondence, and problem resolutions
• Assist account managers by reviewing existing systems, identifying needed improvements, and recommending appropriate equipment
• Engage external support vendors as needed
• Maintain knowledge of professional trends
• Communicate with customer users
• Perform work outside of standard business hours as needed, including on weekends and holidays when necessary, as well as being a part of the on-call support rotation
• Routine management of systems and networks
• Maintain good working knowledge and certifications of products and solutions as customers' needs dictate
• Maintain documentation of work performed
• Participate in regular team and staff meetings
• Other duties as assigned

Minimum Qualifications

• Education: MCSA or two-year college degree in Information Technology; or equivalent experience.
• The Cyber Advisors Service Technician is not an entry level position and will require a combination of skills and experience for consideration.

Experience

• Two years related experience with helpdesk/desktop support in a professional environment
• Call center or client-facing experience

Preferred Requirements

• Strong PC Operating System, hardware, and networking fundamentals
• Active Directory: managing user accounts, security groups, and permissions
• LAN Fundamentals: functional understanding of DHCP, DNS, and network access control
• Client/Server Fundamentals: file servers, file and folder permissions, print servers
• Email Delivery Fundamentals, including MX records and email filtering
• Data Backup and Restore Fundamentals
• Security: identifying and resolving malicious software issues
• Strong interpersonal skills required to effectively communicate with users and vendors
• Willingness to work as part of a team to deliver quality service to our clients
• Strong work ethic
• Time management and task prioritization skills

Benefits Include

• Highly competitive pay based on experience
• Great opportunities for career advancement
• Cyber Advisors fully pays Medical and Dental plan for employee
• 401k with employer matching
• Disability and Life Insurance
• Bonuses eligible
• Paid time off
• Working with dynamic clients and the latest coolest technology

If you are a hard-working, easy-going and experienced individual with a strong work ethic, we'd love to talk to you.

Must be able to pass a criminal background check and drug screen.