Job Title: Tier II Tech Support Representative

Company: Nutmeg Technologies, a leading Managed Services Provider (MSP), is committed to delivering customer-centric IT Support and consulting to businesses.

Role and Responsibilities:

As a Tech Support Representative, your duties will include:

1. Providing frontline IT support and customer service for company hardware and software, such as computers, mobile devices, AV equipment, applications, and platforms.
2. Responding to and resolving Level 1 & 2 requests efficiently by leveraging a knowledge base tool, your expertise, and ticketing systems.
3. Supporting remote users through remote support software (N-able / ConnectWise) and phone.
4. Managing client PC refresh, replacing old computers with new ones, and migrating data and settings.
5. Preparing workstations for new employees, which includes hardware and software installation, profile creation, printer set-up, etc.
6. Assisting in the operation of computer peripherals such as scanners, faxes, switches, wireless routers, and mobile devices.
7. Supporting conference room and AV equipment.
8. Providing on-site IT support for customers, requiring local travel as needed.
9. Ensuring resolution of issues by following up with customers.

Qualifications and Experience:

- Minimum: High school diploma (Associate's degree or higher preferred)
- 1-3 years in a Help Desk/Desktop Support environment
- Excellent customer service skills and strong verbal and written communication skills
- Ability to work well in a fast-paced, high-volume, team-oriented environment
- Proficient in multitasking, problem-solving, and prioritizing tasks
- Detail-oriented and self-sufficient; capable of researching complex technical problems
- Microsoft Certifications (MTA, MCSA, or MCSE) preferred

Technical Skills:

- Proficiency in Microsoft software, including Operating Systems, Office suite, OneDrive
- Experience with ticketing systems and remote support tools
- Troubleshooting expertise for applications such as Microsoft Windows 7-11, MAC OS (a plus), Active Directory, Office 365 (a plus), Security software
- Troubleshooting skills for hardware such as PC components, printers, scanners, wireless access points, AV equipment, tablets, and mobile phones
- Experience in using command prompts for refreshing group policy, flushing DNS, and troubleshooting LAN and WAN connectivity issues
- Maintenance skills for printers, including troubleshooting, replacing consumables, etc.

Additional Information:

This job is primarily in-office. Remote work is allowed under certain circumstances, and the candidate must be prepared to work from home. This will require a stable, non-wireless internet connection and a quiet workspace.

Job Details:

- Type: Full-time
- Pay: $27.00 - $31.00 per hour
- Shift: 8 hours, between 7:30 AM and 7:00 PM EST
- Holidays: Yes
- On-call: Yes
- Vaccination requirement applies to staff members visiting clients where vaccination is required


- 401(k) with matching available from day 1
- Vacation and personal days available from day 1
- Employee discount
- Health, Dental, and Vision insurance
- Retirement plan
- Paid time off

Education and Experience:

- High school or equivalent (Preferred)
- Tech Support: 3 years (Preferred)
- Help Desk: 3 years (Required)

Location: In-person work.

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