Cyber Tech Cafe is a 20+ year old family owned small business in Cartersville, GA. We provide IT Support to primarily small to medium businesses in and around the North Metro Atlanta area both via remote support tools as well as on site visits with a strong focus on customer service. Our primary objective is to make happy customers, ideally by working with them to help them make the best, most efficient use of technology to sustain and grow their business. We are currently looking for someone with a passion for technology in general, IT support and customer service to join our team as a Tech Support Specialist. This is a permanent, full time position and the hours are Monday through Friday 8:00am to 5:00pm ET.
Responsibilities
- Positively represent the company to clients and provide empathetic and friendly customer service at all times
- Triage of incoming support requests
- Remote and On Site support for residential and commercial customers (computer troubleshooting, new computer setup and configuration, software installation and maintenance, user moves, adds, and changes, password resets, etc.)
- Routine maintenance (log review, backup testing, etc.)
- Assist other team members as needed
- On call rotation for after hours and weekend calls
- Keep clear and accurate documentation of work performed
Required skills
- Highly customer focused
- Excellent written and verbal communication skills
- Strong attentions to detail with impeccable follow through
- Ability to multitask and prioritize workload
- Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environment
- Dependable and able to work both individually and in a team environment
- Strong sense of ownership of client relationships
- Excellent time management and organizational skills
- Working knowledge of common off the shelf hardware and software (Microsoft Windows, Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for each
- Working knowledge of common cloud products (Microsoft 365, Google Workspace, Dropbox, etc.) and basic troubleshooting knowledge for each
- Working knowledge of general networking devices (routers, firewalls switches, etc.) and concepts (IP Addressing, DNS, DHCP, etc.) and basic troubleshooting knowledge for each
- Ability to learn new technologies quickly and retain information from our many different clients network ecosystems
- Navigation of common mobile device platforms (iOS, Android, etc.)
Preferred Skills / Qualifications
- Working knowledge of Active Directory (on-prem, Azure and hybrid)
- Strong working knowledge of multiple hardware firewall platforms (Checkpoint, SonicWALL, Fortinet, etc.)
- Strong working knowledge of multiple networking environments (UniFi, Meraki, Fortinet, etc.)
Job Type: Permanent, full-time
Salary: $17.00 – $20.00 per hour (DOE)
Benefits:
- $200 per month Healthcare Allowance after 90 days
- Paid federal holidays after 90 days
- Flexible schedule
- Paid Vacation after 1 year
- Professional development assistance
Experience level:
- 2 years minimum
Schedule:
- Monday to Friday, 8:00am to 5:00pm with a 1 hour lunch.
- On call rotation
Experience:
- IT Support: minimum 2 year (Required)
- Windows Support: minimum 2 year (Required)
- MSP / IT Service Provider : minimum 1 year (preferred)