Full-Time L2 Service Desk Technician for a Managed IT Services Company

Kotori Technologies, LLC is looking for a Level 1 Engineer for our Managed Services business. Kotori is a 12+-year-old company that focuses on phenomenal customer relationships and is looking for its newest team member. Job Summary: The Service Desk Technician is responsible for handling first-level support of service requests in a professional and timely manner. This relates to all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software. Basic Functions: • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems. • Support of disaster recovery solutions. • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security. • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix. • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets. • System documentation maintenance and review in ConnectWise. • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and outages. Additional Duties and Responsibilities: • Improve customer service, perception, and satisfaction. • Fast turnaround of customer requests. • Ability to work in a team and communicate effectively. • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently. • Escalate service requests that require engineer-level support. • Responsible for entering time and expenses in ConnectWise as they occur. • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University. • Enter all work as service tickets in ConnectWise. Knowledge and Skills Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Advanced understanding of operating systems, business applications, printing systems, and network systems. • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care. • Diagnosis skills of technical issues. • Ability to multi-task and adapt to changes quickly. • Technical awareness: Ability to match resources to technical issues appropriately. • Service awareness of all organization’s key services for which support is being provided. • Understanding of support tools, techniques, and how technology is used to provide services. • Typing skills to ensure quick and accurate entry of service request details. • Self-motivated with the ability to work in a fast-moving environment. Educational/Vocational/Previous Experience Recommendations: • BA/BS, preferably in computer science or a related field. • MBA/MS preferred but not required. • 18 months of IT or related experience. • A+ Certification • Network + Certification Conversational level English fluency with USA dialect required Timing will be 8 AM to 5 PM EST, Monday to Friday Please quote for monthly compensation.