IT Support Technician

WE HIRE PASSIONATE PROFESSIONALS

Are you looking to join an organization that invests in their people? Visual Edge IT is comprised of talented, driven, and passionate people who work to provide unduplicated service to our internal and external clients. We encourage one another at every level, and our efforts are supported by employee-driven, world-class benefits that enable us to enjoy our lives outside the office while building fulfilling careers. If you want to work for a company where you can build a career and be part of an amazing team, we would love to hear from you!

About Visual Edge It™, Inc.

Visual Edge IT, Inc. (VEIT) specializes in managed IT services and security, cloud computing, and print/copy solutions for businesses across the U.S. including remote office locations. VEIT's more than 1,000 passionate professionals and 20+ years of technology know-how help our clients navigate the complexities of modern business tech with comprehensive IT and cybersecurity services. We have more than 90 locations across the U.S. and are backed by a national network of expert engineers. If you are interested in working for a company that values employee ingenuity, creativity, and longevity, Visual Edge IT is looking for you. Please consider the following opportunity and apply today!

POSITION PROFILE

The Tactical Field Engineer (TFE) serves as an escalation point for the Service Desk when on-site presence is required, next level support is required, when a specific skillset is needed, and/or when a client needs dedicated on-site IT support. A TFE will perform remote troubleshooting through diagnostic techniques and pertinent questions to offer the best solution to the customer based on the nature of the issue and details provided. Assesses the issue to determine if on-site presence is required for resolution, and will also manage the standard ticket handling process and effectively use team resources to drive tickets to resolution, maintain performance metrics, and ensure customer satisfaction. Provide remote and/or on-site assistance with scoped projects and will also occasionally also provide technical leadership to the team and organization.

Role And Responsibilities

The Tactical Field Engineer (TFE) serves as an escalation point for the Service Desk when on-stie presence is required, next level support is required, when a specific skillset is needed, and/or when a client needs dedicated on-site IT support.

A TFE will:

• Perform remote troubleshooting through diagnostic techniques and pertinent questions to offer the best solution to the customer based on the nature of the issue and details provided.
• Assesses the issue to determine if on-site presence is required for resolution.
• Manage the standard ticket handling process and effectively use team resources to drive tickets to resolution, maintain performance metrics, and ensure customer satisfaction.
• Provide remote and/or on-site assistance with scoped projects.
• Occasionally also provide technical leadership to the team and organization.
  
  
  

General Duties

• Maintain customer equipment to the highest standards.
• Walk customers through the problem-solving process as needed.
• Provide customers with the highest level of service by employing prompt responses and effective communication.
• Record events, problems, and resolutions in ticketing system.
• Manage customer tickets and use team resources to ensure customer satisfaction and ticket metrics are achieved.
• Represent Visual Edge Technology professionally to all involved parties including customers, prospects, and outside vendors or partners.
• Adherence and commitment to Visual Edge Technology Core Values.
• Timely and accurate completion of reports and documentation.
  
  
  

Technical Responsibilities

• Serve as an escalation point for the Service Desk via phone, chat, ticket, or email.
• Perform remote and onsite troubleshooting through diagnostic techniques and pertinent questions.
• Remediate and resolve various PC, network, and server issues remotely and/or onsite.
• Determine best solution based upon the issue and details provide by the customer and/or their end user.
• Escalate unresolved issues to the appropriate manager or team when clear path to resolution is not available.
• Assist with maintaining internal knowledgebase of network diagrams, documents, processes, and other items for various customers.
• Participate in on-going training and obtain relevant industry certifications.
• Be part of the after-hours emergency remote technical support on-call rotation. Emergency onsite dispatch on rare occasions.
• Provide technical expertise and assistance in a remote or onsite capacity with project implementation, onboarding, and offboarding tasks.
• Assist with developing, writing, and maintaining standard operating procedure documentation.
• Perform regular audits and reviews of customer networks to ensure proper security and stability.
• Provide technical expertise to Sales and Engineering teams regarding products and technologies to fit various customer needs.
  
  
  

Requirements

• High School Diploma or GED.
• Minimum 2 years full-time experience working in a technology solutions environment.
• Must be able to lift up to 50 lbs,
• Must be able to climb a ladder up to 6 ft high.
• Must be comfortable standing for long periods and/or walking frequently.
• Must maintain a professional appearance at all times during working hours.
• Valid driver’s license, clean driving record, reliable transportation.
• Up to 60% travel. (Usually within 60-mile radius of home address. No out of state/country travel required.)
  
  
  

Abilities

Skills, Abilities, and Competencies

• Excellent written and verbal communication skills.
• Working knowledge of office automation products, databases, and remote control.
• Good understanding of computer systems, mobile devices, and other technical products.
• Strong decision making and problem-solving abilities.
• Strong interpersonal and relationship building skills.
• Strong passion for customer service.
• Exceptional organizational skills and the ability to handle multiple tasks concurrently.
• Able to drive a vehicle from site to site to provide technical support for our customers. Milage reimbursement provided.
• Ability to learn quickly in a fast-paced environment.
• Proficient in English.
• Process oriented, with great attention to detail.
• Ability to multi-task.
• Good attention to detail.
• Ability to work independently and without constant supervision.
  
  
  

Competencies

• Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Oral Communication - Speaks clearly and persuasively; Listens and gets clarification when necessary; Responds informatively to questions.
• Problem Solving - Identifies and resolves problems time efficiently; Gathers and analyzes information; Develops solutions; Uses reason.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives.
  
  
  

Preferred Skills

• Experience with Windows Desktop Operating Systems (Windows 7 and up).
• Experience using a ticketing and time management system.
• Experience with Microsoft Office Applications (Word, Excel, etc.).
• Experience with Line of Business applications (QuickBooks, MatrixCare etc).
• Basic to Intermediate Acronis and/or Synology experience.
• Basic to Intermediate Google Apps experience.
• Basic to Intermediate Hyper-V experience.
• Basic to Intermediate Cisco Meraki firewall, switch, and wireless troubleshooting experience.
• Basic to Intermediate WatchGuard Firewall troubleshooting experience.
• Basic to Intermediate Ubiquiti firewall, switch, and wireless troubleshooting experience.
  
  
  

Preferred Technical Certifications And/or Experience

One or more of the following:

• Microsoft 365 Fundamentals
• Microsoft MCSA 2012 or later
• Microsoft MTA Networking Fundamentals
• Microsoft Azure Fundamentals
• CompTIA ITF+
• CompTIA A+
• CompTIA Network+
• Cisco Meraki Solutions Specialist
• Ubiquiti UNS
• Ubiquiti UEWA
• Barracuda firewall (CGF01, or CGF04, or CGF09, or CGFPET1)
  
  
  

At Visual Edge IT, we are proud to provide:

Work-Life Balance

Visual Edge IT promotes a healthy work-life balance for employees by offering competitive pay, PTO, and nine paid holidays per year. We are always reviewing and finding new ways to support our employees’ unique needs.

Career Path

We encourage growth from within Visual Edge IT. We seek outside candidates who are driven that we can nurture along a career path and we hire/promote internally. We also have opportunities to develop talent through training programs.

Insurance Benefits

We offer multiple plans to choose from to fit your individual needs. We offer medical, HSA, dental, vision, short-term disability, long-term disability, voluntary life insurance, employee assistance program, and wellness programs. We provide all of our employees a $50k life insurance policy at no cost to our team members.

401(k)

Visual Edge gives employees access to a 401k program and offers an employer match benefit. Visual Edge IT will match 100% of an employee’s contribution up to the first 3% and will provide an additional 50% match on the next 2% of the employee contribution.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.