GENERAL SUMMARY:
The Tier 1 – Service Delivery is responsible for handling first level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.
Essential Duties and Responsibilities:
IT Support relating to technical issues involving Microsoft's core business applications and operating systems
Support of disaster recovery solutions
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
System documentation maintenance and review
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Basic remote access solution implementation and support: VPN, Terminal Services, other remote connectivity applications

Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Escalate service requests that require higher level support
Responsible for entering time and expenses in into ticket management system




Enter all work as service tickets into ticket management system

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Advanced understanding of operating systems, business applications, printing systems, and network systems
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Diagnosis skills of technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization's key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a quick moving workplace

Job Type: Full time

📌 Tier 1 Service Delivery Richmond
🏢 Comwell Systems Group
📍 Richmond