IT Support Technician

Visual Edge Technology - Akron, OH

Full-time - Entry Level

Akron, OH

501-1,000 employees

Merchant Wholesalers, Durable Goods

About the position

The IT Support Technician at Visual Edge Technology plays a crucial role in providing technical support and troubleshooting for customers, both remotely and on-site. This position serves as an escalation point for the Service Desk, ensuring that customer issues are resolved efficiently and effectively. The technician will manage customer tickets, maintain high standards of service, and contribute to a supportive work environment that promotes employee empowerment and growth.

Responsibilities

• Serve as an escalation point for the Service Desk when on-site presence or specific skillsets are required.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Assess issues to determine if on-site presence is necessary for resolution.
• Manage the ticket handling process and drive tickets to resolution while maintaining performance metrics.
• Provide technical leadership to the team and organization as needed.
• Maintain customer equipment to the highest standards and walk customers through problem-solving processes.
• Record events, problems, and resolutions in the ticketing system.
• Represent Visual Edge Technology professionally to customers, prospects, and vendors.
• Complete reports and documentation in a timely and accurate manner.
• Participate in after-hours emergency remote technical support on-call rotation.

Requirements

• High School Diploma or GED.
• Minimum 2 years full-time experience in a technology solutions environment.
• Ability to lift up to 50 lbs and climb a ladder up to 6 ft high.
• Comfortable standing for long periods and/or walking frequently.
• Valid driver's license with a clean driving record and reliable transportation.
• Up to 60% travel required.

Nice-to-haves

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

Benefits

• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance