DataLink Interactive is growing and currently accepting resumes for the following positions:IT Support Technician, 3+ years' experienceOffering competitive wages, benefits, 401K, and a take home company vehicle for certain positions.This position will largely entail phone-based and face-to-face customer support. We seek candidates who have successfully been able to resolve all assigned tickets according to established metric guidelines and goals with the ability to efficiently resolve and understand all technology, including: workstations, servers, printers, networks, and vendor specific hardware and software.Under minimal supervision, the successful candidate will:IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware Support of disaster recovery solutionsSupport services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, Active Directory, Azure, O365Support and Implement disaster recovery solutionsTechnical services and support at the network level: WAN and LAN connectivity, routers, firewalls, switches and securityRemote access solution and support: VPN, Terminal Services, and CitrixLog and properly document all issues, follow-up, and resolution information for each assigned ticketIdentify customer concerns or issues and resolve, or escalate to Team as appropriatePro-actively seek out solutions to less common problems and develop workaroundsUtilize resources such as FAQ's, knowledge bases, white papers, websites, resolved ticket information and help tools to locate solutionsMaintain working knowledge of all related policies, procedures, application installation guidelines, system configurations, and current hardware, through on-going training and self-initiated research and studyDemonstrate a consistent sense of urgency on open issues to ensure timely resolutionEnsure timely follow up to all assigned open ticketsProvide training to other team members as requiredProvide assistance to other team members as requiredParticipate on special projects as requiredParticipate in after hours and weekend support as required for special projectsSystem documentation to include system reviews and recommendationsCommunication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outagesMaintain specific knowledge of the customer and how IT relates to their business strategy and goalsDevelop in-depth knowledge of the service catalog and how it relates to customers'Desired but not essential qualificationsKnowledge and experience using a trouble ticketing system such as ConnectWiseKnowledge of Remote Monitoring and Management tools (RMM) typical in the MSP industryQualificationsU.S. Citizenship.Familiar with standard concepts, practices and, procedures within a particular IT field.Excellent customer service skillsAbility to follow established guidelines and instructions.Ability to lift equipment weighing up to 50 Lbs.Good problem-solving skillsValid Driver's LicenseExcellent verbal and written communications - Fluent in EnglishAbility to work on a rotating on call teamExcellent attendance and punctuality