Managed Services Technician

Provide Superior Customer Service:

• Place and receive phone calls with remote Teleflora member florists
• Have a customer focused attitude
• Excellent multi-tasking and time management skills

Provide Remote Networking Support:

• Troubleshoot ISP outages, work with ISPs on behalf of our customers
• Install and troubleshoot Internet VPN connections for small to enterprise level customers
• Install and troubleshoot Cisco Meraki Firewall Configurations
• Troubleshoot and resolve network connectivity issues within a SOHO environment

Provide Remote PC Hardware and Operating System Support:

• Troubleshot server and workstation hardware and OS issues
• Windows 10 and 11
• Red Hat Enterprise Linux 8

Printers:

• Install and troubleshoot Networked Printers within a Windows (Workgroup) Environment
• Install and troubleshoot windows “Shared Printer.”
• Install and troubleshoot printers in a Linux environment

Backups:

• Work with customers to identify and resolve any data backup related issues
• Work with customers to remotely re-image Windows PCs while retaining data
• Troubleshoot local and cloud backups on Windows and Linux servers

Security:

• Virus/Malware identification and cleanup
• A basic understanding of computer and network security essentials

Vendor Escalations:

• Capable of escalating calls to hardware vendors as necessary
• Work with Vendors to escalate Hardware Warranty issues as needed

Additional Responsibilities:

• Accurately log calls into the Call / Problem Tracking system
• Reliable and predictable attendance during weekdays
• Able to escalate issues to supervisor or development representatives as needed
• Additional duties as assigned