Support Technician 1

General Summary:

A 4Leet RMM Technician is responsible for responding to and resolving BDR RMM Alerts. This includes following a set a Standard Response Protocols (SRP) for various types of alerts to ensure the continued operation and performance of 4Leet’s Backup and Disaster Recovery Appliances.

These BDR Appliances are installed throughout the Southwest Region with monitoring and remediation of problems performed by the 4Leet RMM team.

Essential Duties and Responsibilities:

A RMM Technician, under supervision, will respond to and resolve BDR RMM Alerts. Depending on the type of Alert, this may require remotely accessing the BDR to perform troubleshooting and remediation or it may require email and/or phone communication with partners, in the event remote remediation is not successful. As such, excellent communication skills with and the ability to present a confident and professional presence through the phone is essential.

Each RMM Technician is expected to take responsibility for their assigned tickets and work them through to completion following our Standard Response Protocols (SRP). This includes follow-up and potential escalation of unresolved tickets.

It is imperative that new tickets are reviewed and responded to throughout the day and that ‘check-in’ and ‘backup failure’ tickets are prioritized.

Specific Duties:

– install and configure 4Leet BDR
– troubleshoot offline BDR
– troubleshoot failed backup jobs
– troubleshoot failed collapses
– troubleshoot low disk space issues
– troubleshoot failed Head Start Restores
– troubleshoot failed Test Virtualizations/Verifications
– troubleshoot failed cloud backups
– And additional duties as required

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.

Ability to effectively communicate with team members and partners including excellent written and oral communication skills
Ability to successfully prioritize service issues based on multiple competing objectives
Ability to routinely multitask and reassign priorities
Willingness and commitment to ongoing learning and development

Additional Qualifications:

Experience in technical services and remote support
Strong Experience with Windows Server and Windows OS
Experience with Storage Craft Shadow Protect and Image Manager highly desired
Strong customer relationship skills.
Organized, detail oriented and self-motivated.
Strong computer skills and the ability to effectively communicate through e-mail.
Willingness to develop professionally.

Educational/Vocational/Previous Experience Recommendations:

A minimum of 1 year of technical support in computer services required.

Working Conditions:

Normal professional, office environment.