It Quick Fix Tech

PTG is looking for an IT professional to join our team as a combined tier 1 engineer with dispatching duties. The ideal candidate will have strong troubleshooting, desktop support, networking, public cloud, and customer service skills. This role supports a local client on location with various configurations of the Microsoft platform, with a strong focus on Microsoft Cloud Technologies such as Office 365, Microsoft 365, and Azure. The successful candidate will be able to work in a fast-paced, constantly changing, casual environment with minimal oversight. They will be able to create a phenomenal customer experience by engaging with customers and building relationships with the supported users.

Successful candidates will be able to demonstrate not only their technical skills but also the ability to leverage the PTG team, relate to and communicate with all levels of users in our customers’ business to help them align their technology to their business goals.

The IT Support Engineer is responsible for resolving support tickets from our contract customers, and assist in scheduling tickets for the various levels of the team. You will work in a team environment with other engineers, technicians and non-technical staff of varying experience. The ability to think critically and communicate well are required traits for this position.

Job Requirements:

• Actively assist with updating and improving all processes related to Help Desk and Dispatch
• Possess excellent phone etiquette, written and verbal communication skills including experience with technical documentation
• Active Directory user, group and Group Policy management
• Ability to prioritize and multi-task while accurately tracking time using PTG's ERP system
• Answer inbound calls
• Office 365 and Microsoft 365 cloud and desktop applications including Microsoft Teams
• Assess tickets, assign to the appropriate engineers, and assist with escalations as required.
• 1-3 years’ experience in IT with a focus on supporting Microsoft products
• Experience troubleshooting:
• Create service tickets immediately as requests are received.
• CompTIA or Microsoft certifications preferred
• Determine the level of urgency and priority of incoming customer tickets.
• Windows Desktop PCs, software, and hardware.
• Make outbound calls and emails to schedule service appointments.
• Display a positive attitude and initiative as well as the ability to solve problems without supervision

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