Job Description

In this role, we are looking for client-focused, technically minded professionals that can be described as diligent, passionate, intuitive, big picture thinkers, optimistic, self-motivated, adaptive, and collaborative.

Your primary job function will be direct user support for the Columbia, SC market's Managed IT clients. Support will be via remote and at times in the field where you may be dispatched into our local customer base. Over and above your technical duties (as stated in this offer), you will be expected to maintain a high level of professional service representation in working directly with our client base.

Responsibilities include but are not limited to:

• Initial engagement of all user-generated tickets
• Level 1/1.5 troubleshooting of user-generated tickets
• PC/Laptop/Tablet/smartphone O/S
• Basic application support
• Printing and connectivity
• Permissions changes
• Email and remote access
• Office 365
• Remote Desktop Services
• VPN
• Installation of licensed software
• Engagement of tickets based on severity
• Proper customer communication for work approval
• Maintain security and privacy levels regarding customer data and corporate policies
• Update assigned tickets daily
• Enter accurate and detailed notes in tickets
• Verify Correct Status and Agreement
• Verify correct problem type and sub type
• Update Internal communication fields
• Communicate with customers regularly and often
• Follow up/return all emails and voicemails daily
• Close tickets only when customer confirms complete
• Understand and follow escalation paths
• Maintain reasonable time objectives in the troubleshooting
• Communicate with Team Leaders prior to escalations
• Communicate to the user that the ticket has been escalated
• Document new findings and update existing configurations
• Completing tasks against deadlines
• Maintain SLA goals
• Alert Management to any issues both internal and client facing

AFTER-HOURS ON CALL

You will be required to participate in our weekly on-call program. The current rotation is about every 4 weeks. You will be required to answer and take ownership of all incoming emergency support calls that have been escalated from the 1st tier after-hours team. Issues will be solved via remote assistance, client acceptable workarounds, and potential dispatches. You will be compensated $200 for the 7-day period you are on call and $400 for holiday weeks. The after-hours timeframe for weekdays will be 6PM to 7:30AM Monday through Thursday; Weekends will be Friday 6PM to Monday 7:30AM.

TRAVEL

Potential field dispatches will be with your own transportation. Mileage must be thoroughly tracked daily and will be paid every other week. Novatech pays $.42 per mile, as well as parking, and tolls. Commute miles will not be compensated. Commute miles are considered as home-to-office, any job site-to-home, and any personal stops that would take you outside your normal travel patterns for that day. When going directly to a customer site from home, you can claim those miles as if traveling from Novatech.

CERTIFICATION GOALS

It is required for all full-time technical staff positions to have a base certification level. Novatech will provide for wage increase for approved technical verticals. Preparation will be self-study on your own time. Exam hours will be during Novatech working hours. Exams must be pre-approved and not all qualify for a wage increase but may be eligible for reimbursement. Novatech will reimburse up to two pre-approved exam attempts and approved study materials. Your per pay period wages will increase by $76.93 for each passed approved exam, up to (2) per year for the first two years. After those goals are met, then further certifications and raises will be re-evaluated. As a vendor certified employee, you will be required to associate your certifications with Novatech to assist with partner level certification needs as well as have access to various training materials. Your association is controlled by you and moves with you should employment with us terminate.

Novatech provides competitive compensation, great benefits, a positive upbeat culture, and ongoing professional development for your career.

• Market competitive salary based upon experience.
• Comprehensive benefit package including medical, prescription, dental, vision, life insurance and other supplemental coverage.
• 401(k) plan with matching company contribution
• Generous Paid Time Off, Volunteer Time Off, Floating Holiday, Company Holidays and Parental Leave
• $300 per year to contribute to achieving your personal wellness and fitness goals.
• Employee Recognition Programs

Novatech provides equal employment opportunities (EEO) to all employees and applicants. We consider qualified applicants for employment regardless of race, color, religion, creed, national origin, sex, pregnancy, sexual orientation, gender identification, disability, alienage or citizenship status, marital status, genetic information, veteran status, or any other characteristic protected under applicable law.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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