Cyber Tech Cafe is an established, 18 year old veteran owned IT Support company located in Cartersville, GA.   We provide computer, server and network support services for residential, small business and medium business customers.  Our customer footprint stretches from Anchorage Alaska to Menlo Park California to Baltimore Maryland to London England and Glasgow Scottland.

We are currently accepting applications for the following position(s).

Tech Support Specialist

Job Details:

Location                                                  :               Cartersville, GA

Position Type                                          :               Full Time, Monday through Friday, 9:00am to 5:00pm.

Pay Rate                                                   :               $15 per hour (Depends on Skills & Experience)

Pay Type                                                  :               Hourly

Experience                                              :               2+ year

Desired Education Level                      :               High School +

Benefits                                                    :               Paid federal holidays after 90 days.  One-week paid vacation after one year.

Job Description

Cyber Tech Café is accepting applications for a Tech Support Specialist to provide tier 1 and tier 2 support for our residential and commercial customers.  We are looking for an individual who is efficient and comfortable being a member of a team.  Excellent communications skills and the ability to multi-task while maintaining complex schedules is essential in this position.  The ideal candidate for this job is resourceful, a good problem solver and organized.  Assuring a steady completion of workload in a timely manner is key to success.

Primary Responsibilities:

  • Working on assigned tickets in a friendly, timely and professional manner.
  • Working with multiple tickets and / or teammates simultaneously.
  • Solving a wide variety of IT issues with a clear and level head.
  • Working remotely as well as traveling to visit clients on-site and providing extraordinary in-person service.
  • Moving from task to task quickly and efficiently.
  • Perform systems administration for Windows Servers, Exchange servers and Desktop operating systems across multiple customers.
  • Monitor and troubleshoot client environments including backups, alerts, etc..
  • Workstation and peripheral diagnostics and support.
  • Escalate customer issues through the proper channels.
  • Manage cases according to defined severities and case priorities.
  • Maintain client security levels and confidentiality of information.
  • Clearly document support issues and all steps performed in the ticketing system.
  • Monitor trends from reported client cases to isolate possible chronic issues for software, workstation, server or network infrastructure that indicate failing hardware or software corruption.
  • Maintain support documentation for assigned clients by updating admin passwords, software support and installation, network equipment changes, server changes and the like, whenever possible and not done by project engineers and customer engineers on site at client.
  • Update tickets and communicate with clients on a daily basis or as required until issue is closed.
  • Be held accountable for measurable objectives including case touches, case closures, time to resolve among others.
  • Provide post-mortem reviews of customer cases or issues as required.
  • Cultivate close working relationship with clients’ Point of Contacts and User Base.
  • Attend ongoing training sessions in core areas of the business.

Required Background / Skills:

  • Highly customer focused with ability to provide consistently excellent customer service and professionalism.
  • Excellent written and verbal communication skills.
  • Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment.
  • Must be dependable and able to work both individually and in a team environment.
  • Must possess strong sense of ownership of client relationships.
  • Positively represent the company to clients and provide empathetic and friendly customer service at all times.
  • Must have competent knowledge of DNS, DHCP, IP, SMTP, FTP, HTTP, and HTTPS protocols and LAN networking/distributed computing environments (client/server).
  • Working knowledge of Windows Server and advanced knowledge of Active Directory Group Policies and Replication.
  • Possesses ability to work in fast paced and challenging environment troubleshooting.
  • Possesses excellent time management and organizational skills.
  • Ability to quickly and accurately analyze root cause and solution for client reported workstation, server or network related issues within several minutes to couple hours.
  • Ability to learn new technologies quickly and retain information from our many different client network infrastructures, software solutions and remote connectivity ranging from Citrix and Terminal Servers to firewall VPN client solutions.
  • Must be able to act and display a sense of urgency as appropriate.
  • Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment.
  • Working knowledge of common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications.
  • Navigation of common mobile device platforms (iOS, Android, etc.)


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