Partner Support Remote L1 Tech In-Person Local to Buffalo, NY

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Department: Partner Support
Reports to: Partner Support Facilitator
Recruiting Pay Range: $15.50/hr – $18.50/hr
Salary: No
Exempt: No

Summary: As the first point of contact for MVP’s partners, the Partner Support Technician (Remote L1) is responsible for answering inbound tech support requests, along with providing  routine maintenance for a variety of different computer systems. This position requires someone with excellent time management skills, the ability to provide world class customer service in a fast-paced environment, and outstanding documentation skills.

Responsibilities:

As a Partner Support Remote L1 Technician, you hold a key role in the growth and success of our organization. You have a few primary responsibilities:

  1. Providing Level 1 technical support to MVP partners through service tickets
  2. Providing routine maintenance for a variety of different computer systems
  3. Reviewing and addressing incoming alerts on the RMM Alerts board
  4. Processing portal tickets
  5. Providing excellent customer service

You will be accountable for:

  • Providing level 1 technical support to partners through a combination of phone calls and service ticket notes
  • Addressing alerts on the RMM Alerts board
  • Tracking all work in ConnectWise as it is completed and submitting accurate timesheets on a weekly basis
  • Ensuring through regular communication with the Professional Services, Sales, and Partner Success teams that partners are receiving the excellent level of service MVP expects
  • Embodying the MVP standard of Taking IT to 11!

To be successful you have:

  • Ability to adapt in real-time to fresh challenges and shifting priorities
  • Technical skills across a variety of IT disciplines
  • An unflappably positive attitude even in the face of challenges
  • Interpersonal, written, and verbal communication skills
  • Self-awareness of strengths and weaknesses; knowing when to ask for assistance or escalate
  • Ability to adapt working style and approach to effectively communicate with a diverse range of individuals
  • A true team-focused spirit, with a willingness to jump in and help your coworkers (we only have room for people who follow any thoughts of “that’s not my job” with “…but I’m happy to have the opportunity to help out my team”)
  • A collaborative, professional approach to building positive relationships across the organization
  • Drive to acquire and apply new knowledge or skills to continuously improve personally and professionally
  • Appreciation of a culture of empowerment and accountability to a team

Credentials and Experience:

  • 1 – 2 years of experience in a help desk situation preferred
  • Expertise in Microsoft products, including Windows, Windows Server, Office and O365, Microsoft Exchange
  • Experience working in Active Directory and Group Policy
  • College degree in Information Technology, Computer Science, or related previous experience
  • Understanding of networking concepts including LAN/WAN topology, cabling, routing, and VPNs
  • Thorough knowledge of troubleshooting computers, networks, and printers
  • Familiarity with virtualization (VMWare, Citrix, Azure, AWS)
  • Experience with data backup and disaster recovery support
  • Corporate antivirus support
  • Working knowledge of wireless technologies

Promotion

  • At least two years work experience
  • Obtains at least one relevant certification
  • Shows ability to work independently
  • Promotion to L2 technician

MVP is committed to creating an inclusive culture that encourages, supports, and celebrates a diverse workforce. We want all of our employees to feel respected, valued, and appreciated for who they are. It is our policy to provide equal employment opportunity in all employment practices without regard to race, color, religion, gender (including pregnancy), national origin, age, disability, genetic information, sexual orientation, marital status, military status, familial status, domestic violence victim status, gender identity or expression, as well as any other characteristic protected by law.

Contact Us Today!

If you are interested in this position, please send your resume and cover letter to careers@mvpworks.com!