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L2|L3 Service Desk Advocate | Field Support Technician Needed for MSP

South Florida Tech Hub

South Florida Tech Hub

IT, Customer Service, Legal, Sales & Business Development
Miami, FL, USA
Posted on Friday, February 9, 2024

We’re after amazing people to help us make amazing things happen.

Our mission at Dedicated IT is to help people and organizations be better tomorrow than they are today. We believe in our employees, their goals and aspirations, their morals and culture, even their preferred soda of choice (you should see our break fridge). It is our mission to create a fun and hard working environment for each one of them. We believe in a good healthy mixture of work and play in our daily activities where our employees feel at home and part of our family. We feel strongly that this gives our customers the best experience when interacting with any of our team members from service to sales.

I get it… Dedicated IT is awesome. But, what’s the position all about…?

We are seeking a dynamic service desk advocate to add to our field support team in Miami, Florida. This role is responsible for providing a blend of solving incoming support tickets based on priority and support project delivery across multiple clients and sites in a specific region. While tickets and projects will vary in complexity, the Service Desk Advocate – Field Support (SDA – Field Support) will primarily act as an initial escalation point for multiple clients and and spends 80% of their time tending to clients onsite. Project participation and project management is secondary.

While prioritizing Critical and High Priority cases, it is expected that they will assist with any ticket, no matter how simple or low priority it is. The SDA – Field Support is expected to have an expert level in Windows 10 Operating System issues, an expert level understanding of our Client Specific Applications, an entry level understanding of troubleshooting and configuring Firewalls/Routers/Switches, the ability to troubleshoot basic Active Directory/DNS/SQL/DHCP/File Server Issues, and the ability to troubleshoot Office 365. The SDA – Field Support will also be responsible for assisting, and in some instances, leading, projects.

Your number one priority is to provide excellent customer service to our cherished clients. Your job is to keep them happy AND fix their technology problem at the same time.

How do I know if I’m a good fit for this job?

It’s a pretty simple, really. Be nice. Be friendly. Be smart. Don’t stop until it’s fixed.

  • You must have a bright, bubbly personality that will help defuse the situation.
  • You have superior customer service skills – going above and beyond for DIT’s clients.
  • You need great listening skills so that you can get a clear reading of the root of the problem (we don’t like fixing symptoms here).
  • You need excellent verbal, written and documentation skills.
  • You have strong interpersonal skills including concise and simple communication, empathy, poise and patience handling stressful situations, accountability and reliability, fast problem solving and solution implementing, critical thinking, attention to detail and self awareness.
  • You need a solid foundation of technology skills – this means you have at least five years in the IT industry already.
  • You need to be a sponge. Success depends on your ability to soak up knowledge as you are moving from client to client and technology to technology.
  • Your Google skills are on point. It’s not always about what you know, but how quick you are at finding a solution when you don’t know. However, you need to know when to throw in the towel, and ask for help from the Advanced Support / Escalations team.
  • You have the ability to work well under pressure – be quick on feet to do well in our fast-paced atmosphere with a high sense of urgency.
  • You have a positive attitude and are supportive and respectful to your co-workers.
  • You live in the Miami area with reliable transportation to commute to client sites.
  • Share the same core values as Dedicated IT – 1) Attack challenge with action and innovation 2) Deliver results and are obsessed with excellence 3) Value partnership over profit 4) Have fun and let your hair down (we work hard but have fun doing it!).

What specific qualifications should I have?

  • 5+ years working in an MSP environment
  • 2+ years working as an on-site field technician
  • Experience Managing and Troubleshooting: Active Directory DNS DHCP NTFS/File permissions Azure Office 365
  • Experience Troubleshooting: Routing Switching Firewall/Security VPN Technologies Printers/Scanners
  • Daily experience using a ticketing system and remote management platform.
  • Ability to read a Powershell script, articulate what it is doing and modify it for a particular use.
  • Ability to diagnose and resolve just about any issue that all Windows PCs could throw at you.
  • Ability to diagnose and resolve just about any core feature of a Windows Server 2008R2+ server.
  • Ability to diagnose and resolve just about any issue a 250 user organization would have in a firewall, switch or access point.
  • A solid understanding of group policy, and the ability to create one from scratch and deploy it without “oops” setting in.

Essential Functions:

  • Conducting work on-site 80% of your shift time
  • Owning and working emailed cases based on assigned urgency
  • Owning and working escalated cases from Help Desk based on Service Level Agreement assigned priority
  • Owning and working emailed cases based on assigned urgency
  • Contributing to enhancing client documentation whenever possible
  • Working cases to closure within 2 hours or escalating them to Level 3 with appropriate notes in what was attempted to remediate the issue and what you believe needs to be done for permanent resolution
  • Ensuring any cases related to vendors or scheduled for a later date are updated every 24 hours with
    detailed notes and communication to the client on current status
  • Contributing to enhancing client documentation whenever possible
  • Have regular engagement in client specific projects (a minimum of 10 hours a week)
  • Conduct daily onsites as scheduled by your SDM

Preferred Qualifications

  • Background in technical or documentation writing
  • Microsoft certifications
  • Network certifications
  • Leadership experience

We Offer:

  • We offer between $45,000 to $75,000 depending upon technical level, work experience & certifications.
  • Health Benefits
  • 401K plus company match
  • 8 paid company holidays
  • Unlimited PTO
  • Class C partnership options plan
  • Opportunities for growth & development and a fun atmosphere!
  • And more

To Apply:

Please submit your resume and application via ZipRecruiter

Thanks for your interest in Dedicated IT!

Equal Employment Opportunity: Dedicated IT is committed to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, veteran’s status, disability, sexual orientation, or any other characteristic protected by law.