About ICS

ICS is a leading provider of outsourced IT services, cybersecurity, communications, and distributed workforce solutions throughout the United States. As a customer-focused company, ICS integrates the industry’s best technologies and practices for each customer’s specific needs. We also serve as an extension of our customers’ IT departments, enabling them to innovate and grow their business while helping protect them from the risk of cybersecurity threats. Headquartered in Endicott, NY, ICS employs over 200 people throughout its six office locations. As the company continues to expand its footprint, we are constantly looking for talented individuals to support our growth.

We’re passionate about creating a great place to work for our employees. ICS is committed to the development and advancement of all employees. We are a highly collaborative organization, and there are many opportunities to learn from your colleagues and advance your career. Work life balance is important to us. ICS is committed to working with each employee individually to find a schedule that allows them to fulfill their responsibilities both inside and outside of work.

Position Overview

The Remote Operations Technician I primary responsibilities is to resolve tickets by priority of the Tier 1 queue. This is including but not limited to troubleshooting, coordinating and communication with customer points of contact to resolve their Tier 1 issues. A successful Level 1 Technician works closely with their Technical Team Leader and other members of the team to provide the best customer experience possible. Must be highly focused, comfortable in a fast-paced environment, and have excellent listening and critical thinking skills.

Primary Responsibilities

  • Work tickets in order of priority and SLA from the Tier 1 ticket Queue.
  • Use time as effectively as possible to assess, plan and resolve Tier 1 issues.
  • Communicate effectively with all necessary team members to resolve issues in a timely manner.
  • Resolve issues on site as needed or scheduled by the dispatcher.
  • Work closely with teammates and customers to relay critical information to and from your technicians and customers.
  • Follow all Standard Operating Procedures for position, function, and ICS.

· Perform miscellaneous job-related duties as assigned by the Technical Team Lead.

  • Follow development plan as outlined by leadership.
  • Appropriately document/update all information for changes in an infrastructure as changes are identified.

Skills and Experience

  • Must have 1-3 years’ experience in a similar position.
  • Must have Entry Level understanding of business systems and networking.
  • Recommended at least 1 Entry Level certification. (ex. Net+, CCENT, MCSA)
  • Must demonstrate excellent customer service skills.
  • Strong telephone and verbal communication skills are a must.
  • Must thrive in a team environment and demonstrate effective team interaction.
  • Must demonstrate the ability to effectively work independently.
  • Must have strong organizational, priority and time management skills with the ability to multi-task.
  • Must own reliable means of transportation.

Benefits

  • Medical/Dental/Vision Insurance
  • 401k with match
  • Generous paid leave policies
  • Life Insurance and Short-Term Disability coverage
  • Performance-based incentive compensation

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ICS

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