Tier 1 Technician

Job Overview:

As a Tier 1 Technician at IT Voice, you’ll play a vital role in installing, maintaining, testing, and repairing systems and networks in the greater Birmingham metropolitan area. Using your technical expertise, you’ll provide first-level technical support to IT Voice customers, resolving technical issues efficiently and ensuring seamless IT operations.

Key Responsibilities:

• Provide customer support and resolve technical issues efficiently.
• Maintain and troubleshoot software, hardware, networking, and communication systems.
• Offer training and guidance to staff and clients on new technologies.
• Conduct weekly site visits to clients in the field for on-site support.
• Ensure tickets are closed within 3 days while maintaining high customer satisfaction.
• Serve as a primary project member on technology projects with moderate scope and impact.
• Stay up to date with current technological developments and industry trends.
• Must be able to participate in On Call rotation.

Requirements:

• Experience: Minimum 3 years in IT, with system maintenance and troubleshooting experience.
• Certifications: CompTIA+ and Network+ (working toward or achieved).
• Skills: Strong troubleshooting, system maintenance, networking, and communication skills.
• Location: Must live within commuting distance of the Birmingham metropolitan area.
• Additional: Good driving record and ability to lift up to 70 lbs for equipment transport and installation.

Performance Goals:

• Target 80-100% monthly utilization per team member.
• Maintain a monthly CSAT score of 95.0 for high customer satisfaction.
• Ensure tickets are closed within 3 days of creation.

Additional Information:

• Please include a brief cover letter with your resume, explaining your interest in joining IT Voice.
• We value teamwork and collaboration and expect all team members to contribute to a positive work environment.
• This position is full-time, and salary will be commensurate with experience.
• Benefits include 401(k), dental insurance, health insurance, life insurance, paid time off, travel reimbursement, vision insurance, and work-from-home flexibility.
• Work schedule is Monday to Friday.
• This is a Hybrid role based in Lakeland, FL.
• We are also a Team – so if it would bother you to take out the trash one day, it’s probably best you don’t apply.

Goals:

• Strive for 80%-100% monthly utilization per team member, maximizing efficiency and resource allocation.
• Target a monthly CSAT score of 95.0 to ensure high levels of customer satisfaction.
• Ensure tickets are closed within 3 days of creation, maintaining a swift response to client needs.

Job Type: Full-time

Pay Range: $22-26/hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Travel reimbursement
• Vision insurance

Work Schedule:

• Monday to Friday

Work Location:

• Birmingham, AL (Hybrid)

Company Website: www.itvoice.com