Level 1 Administrators are typically entry level with less than one year of experience. This person will exhibit general knowledge of workstation operation (hardware/software). They are a good communicator and can manage well when the client presents an issue and needs guidance. This person should be prompt and understand the importance of communicating with the clients. Most importantly, this person should be eager to learn while following prescribed directions and procedures.
• Answer phones
• Provide Level 1 phone support • Meet daily time entry standards
• Takes direction from Administrators/Senior Administrators/Managers
• Takes ownership of tasks and follows through to ensure complete resolution
• Complete required documentation (time entries, tickets, walkthroughs, etc.)
• Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
Performs any other related duties as assigned by the Managed Services Team Lead, Service Manager, President, or any other appropriate administrator
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.
Minimum Qualifications (Knowledge, Skills and/or Abilities Required)
It is expected that this person will exhibit a general knowledge of workstation operation (hardware/software), will be able to effectively communicate and manage clients, as well as be able to follow directions and processes as required.
Can build a machine, install the OS, and knows how to get drivers. Can login to a router. Can effectively communicate basic technical items to non-technical users. Understands how to remove malware and viruses. Basic knowledge and use of Microsoft Office products. Setup a new user in 3CX. Can create users in Active Directory. Can join machines to a domain and create a user profile. Understands cabling and can put ends on and tone out cables. Can share documents between workstations. Deploy simple wireless solutions. Deploy 3CX phone to in-house users.
This person will preferably bring .5-1 year of quality (MSP) experience to the position and is assumed to master the role after 1-2 years in the position.
Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution (i.e. -- Susie can't print).
Advancement can be attained by hitting objectives on the Learning plan, completing business objectives, performing job duties, and getting buy in from the team.
Working Conditions and Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
Must have the ability to sit for extended periods of time; exhibit manual dexterity to dial a telephone, to enter data into a computer terminal; to see and read a computer screen and printed material with or without vision aids; hear and understand speech at normal levels and on the telephone; speak in audible tones so that others may understand clearly in person and on the telephone; ability to understand and follow oral and written instructions; physical ability to lift up to 25 pounds. *