ADVANCED BUSINESS INNOVATIONS, INC.
Triage Support Tech
Advanced Business Innovations (ABI) is a MSP located in Canoga Park, CA. ABI provides computing and telecommunications solutions to small and mid-size businesses throughout Los Angeles County. Over the past 20+ years, the company has achieved strong revenue growth and profitability due to its commitment to providing customers with high-quality solutions and industry-best customer service.
JOB DESCRIPTION
ABI is looking to add a Triage Support Tech to its growing team. The primary responsibilities of the position will be to triage all incoming help requests. The position offers the opportunity to be a leader in our fast-growing organization and to help shape the future growth and development of ABI.
RESPONSIBILITIES
• To provide immediate service to clients.
• Handle incoming support phone calls and email requests.
• Standardizing tickets
* Complete details & ticket info
* Create/Maintain ticket templates for common requests
• Determine the severity and category of issues and keep updated. Warm transfer tickets to other team members for
live support or work with the Service Coordinator to schedule support.
• Support Techs for issues taking longer than 15mins or require a higher skill level.
• Service Coordinator for tickets that need future scheduling, or all techs are busy and cannot warm transfer
• Monitor Service Board
• Remote Maintenance Tickets
• Monitor Automate Alerts; In office PC preps; ITGlue, Bomgar, Automate Audits & Documentation
• Route any non-tech requests to the appropriate team members (Sales, accounting etc.)
APPLICANT CHARACTERISTICS
ABI is looking for an individual that are people-oriented, motivated and a self-starter. Strong people skills are necessary to provide top-notch service to our customers. Motivation and initiative are critical to achieving success at a small, fast-growing and entrepreneurial business.
BASIC QUALIFICATIONS
• 1+ years’ experience in Information Technology supporting end users in a Windows or MacOS Environment.
• Must have strong troubleshooting skills
• Ability to meet deadlines
• Ability to provide the customer with outstanding customer care and service at all times
• Excellent verbal and written communication skills
• Ability to take detailed notes
• Ability to work in a fast-paced environment while maintaining flexibility for emergency situations
• Be able to work occasional night/weekends when required
TECHNICAL REQUIREMENTS
Proficient in the following:
• Microsoft desktop operating systems through Windows 11
• Microsoft Server operating systems through Server 2022
• MacOS
• Microsoft Office application suites through Office 2022
• Microsoft Exchange through 2022 & Microsoft 365
• Basic understanding of network and setting up/troubleshooting network issues
• DSL and Cable Modem installations
• Routers / Firewall’s (e.g., off the shelf brands, SonicWall, and Watchguard)
NOT REQUIRED, A PLUS
• Dispatching / Scheduling using a ticketing and time tracking system such as ConnectWise Manage
• Experience in IP based phone systems
• Help Desk/Call Center experience
CERTIFICATIONS
The following certifications are a plus but are not required:
• A+
ADDITIONAL INFORMATION
• Pay: Hourly ($28-$30) + benefits, bonuses, and incentives
• Position: Full Time (employee)
• Remote work possible after on-site training. TBD.
CONTACT INFORMATION
resumes@abinnovations.com
No phone calls
NOTES
Local Applicants ONLY
Location: CANOGA PARK, CA
Compensation: DOE, plus health benefits, 401K after probationary period
Triage Support Tech
Advanced Business Innovations (ABI) is a MSP located in Canoga Park, CA. ABI provides computing and telecommunications solutions to small and mid-size businesses throughout Los Angeles County. Over the past 20+ years, the company has achieved strong revenue growth and profitability due to its commitment to providing customers with high-quality solutions and industry-best customer service.
JOB DESCRIPTION
ABI is looking to add a Triage Support Tech to its growing team. The primary responsibilities of the position will be to triage all incoming help requests. The position offers the opportunity to be a leader in our fast-growing organization and to help shape the future growth and development of ABI.
RESPONSIBILITIES
• To provide immediate service to clients.
• Handle incoming support phone calls and email requests.
• Standardizing tickets
* Complete details & ticket info
* Create/Maintain ticket templates for common requests
• Determine the severity and category of issues and keep updated. Warm transfer tickets to other team members for
live support or work with the Service Coordinator to schedule support.
• Support Techs for issues taking longer than 15mins or require a higher skill level.
• Service Coordinator for tickets that need future scheduling, or all techs are busy and cannot warm transfer
• Monitor Service Board
• Remote Maintenance Tickets
• Monitor Automate Alerts; In office PC preps; ITGlue, Bomgar, Automate Audits & Documentation
• Route any non-tech requests to the appropriate team members (Sales, accounting etc.)
APPLICANT CHARACTERISTICS
ABI is looking for an individual that are people-oriented, motivated and a self-starter. Strong people skills are necessary to provide top-notch service to our customers. Motivation and initiative are critical to achieving success at a small, fast-growing and entrepreneurial business.
BASIC QUALIFICATIONS
• 1+ years’ experience in Information Technology supporting end users in a Windows or MacOS Environment.
• Must have strong troubleshooting skills
• Ability to meet deadlines
• Ability to provide the customer with outstanding customer care and service at all times
• Excellent verbal and written communication skills
• Ability to take detailed notes
• Ability to work in a fast-paced environment while maintaining flexibility for emergency situations
• Be able to work occasional night/weekends when required
TECHNICAL REQUIREMENTS
Proficient in the following:
• Microsoft desktop operating systems through Windows 11
• Microsoft Server operating systems through Server 2022
• MacOS
• Microsoft Office application suites through Office 2022
• Microsoft Exchange through 2022 & Microsoft 365
• Basic understanding of network and setting up/troubleshooting network issues
• DSL and Cable Modem installations
• Routers / Firewall’s (e.g., off the shelf brands, SonicWall, and Watchguard)
NOT REQUIRED, A PLUS
• Dispatching / Scheduling using a ticketing and time tracking system such as ConnectWise Manage
• Experience in IP based phone systems
• Help Desk/Call Center experience
CERTIFICATIONS
The following certifications are a plus but are not required:
• A+
ADDITIONAL INFORMATION
• Pay: Hourly ($28-$30) + benefits, bonuses, and incentives
• Position: Full Time (employee)
• Remote work possible after on-site training. TBD.
CONTACT INFORMATION
resumes@abinnovations.com
No phone calls
NOTES
Local Applicants ONLY
Location: CANOGA PARK, CA
Compensation: DOE, plus health benefits, 401K after probationary period
