Tier 1 - Support Technician (Miami)

Wide Cloud Communications, a leader in the MSP & Security space, is looking for a L1 Support Technician to be the front line of the company. You will be stationed at a customer site on a full-time basis as your primary role. The candidate we are looking for will be the primary point of contact for this customer and will be responsible for but not limited to: • Install and configure computer hardware, software, systems, networks, IP phones, cameras, printers and scanners. • Review, diagnostics and assess the functionality and efficiency of systems • Setting up accounts for new users (Active directory, local users, 365 users, etc.) • Resolve and respond service requests in a timely manner to meet SLA • Escalates unresolved incidents/service requests within agreed timescales to appropriate team members. • Logs relevant incident/service request details per help desk procedures • Communicate with client regarding incident progress • Ensures tickets are always updated until issues are resolved • Conducts hardware and software maintenance and support • Audit all workstation and server maintenance logs from RMM • Troubleshoots and resolves PC incidents • Coordinates with Management for hardware replacement • Collaborates on IT security issues and virus elimination • Assists remote L2 team when server maintenance is required at client sites • Creates/maintains documentation of customers/devices/policies/changes. • Local and remote network support and/or assists the remote team • Windows Desktop Administration • MAC (Apple) troubleshooting knowledge Qualifications: • Associate’s degree in computer science, finishing studies within this field, or equivalent certification • Efficient troubleshooting abilities • Ability to prioritize • Bilingual • Availability to work as a team to solve technical issues • Willingness to work flexible hours when needed • Initiative • Ability to write technical support documentation • Excellent customer interface skills • Understanding of customer satisfaction principles and practices • Team player • Ability to work under pressure • Good organizational and time management skills • Good analytical and problem-solving skills • Maintains strong attention to detail in high-pressure situations • Strong communications skills, both written and oral • Must have reliable transportation