Triage Technician

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider—we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

How you’ll make an Impact

As a Triage Technician at Ntiva, you’ll be an essential part of our Triage Team within the Reactive Services division, where you’ll help clients get quick solutions to their technical challenges. Your role is highly client-focused, and you’ll have the chance to make a positive impact on client experiences by delivering top-notch support.

Summary of Location and Hours

• Monday-Friday, 8:00am-5:00pm CST
• This is a remote role

What you will be doing

• Provide friendly, efficient, and professional support to clients over the phone.
• Maintain a positive client experience by building long-term relationships and ensuring client satisfaction.
• Resolve Level One support requests, including common technical issues like password resets and connectivity problems.
• Handle Level One support requests for basic PC issues, Office 365, and device connectivity.
• Quickly assess and resolve issues, escalating more complex requests to the appropriate team.
• Keep detailed notes in service tickets about your work and ensure ticket data is accurate.
• Follow service level agreements (SLAs) and escalate any issues outside of Level One scope.
• Participate in self-paced training in relevant technologies.
• Work towards industry certifications to keep your skills sharp and support career growth.
• Accurately log your time on each ticket daily.
• Submit timesheets weekly, due by Saturday at noon.

You’ll be successful in this role if you have

• Great communication skills to engage with clients and translate technical terms in easy-to-understand ways.
• Professionalism, organization, and attention to detail.
• Team-player attitude with critical thinking and problem-solving abilities.
• Knowledge of basic Windows workstation maintenance, malware removal, and device connectivity.
• Familiarity with Office 365 support.
• Experience with mobile device support (smartphones, tablets, laptops).

Required language skills

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Bonus points for:

• College or technical degree in a related field is a plus.
• CompTIA or Microsoft Technology Associate (MTA) certifications are preferred but not required.

Physical Environment / Working Conditions

• Must be able to lift up to 50 pounds frequently
• Must be able to lift up to 75 pounds rarely
• Must be able to perform frequent bending, kneeling, squatting, and turning.
• Must be able to perform occasional reaching over shoulder height, waist level and from floor.
• Must be able to work in a fast-paced environment.
• Must be able to work in an unsupervised environment.
• Must be able to drive / sit for extended periods of time.

Benefits and Perks

• Medical, Dental and Vision coverage for employee and family
• 401k + company-matched contributions 4% match on 5% contribution – Employee and Company contribute after 90 days – no vesting period!
• Group Term Life and Accidental Death and Dismemberment coverage (company provided)
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
• Health Savings Account (HSA) Options / PPO Options
• Paid Time Off (PTO) + 2 Floating Holidays
• Tuition Reimbursement Program
• Employee Assistance Program
• Generous Employee Referral Program – the more you refer the more you earn!
• Dynamic Recognition and Rewards
• Work with Industry-Leading Talent
• Clear Promotion and Advancement Tracks
  
  

The base pay range for this position is expected to be between $36,000 and $45,000 per year, plus an annual on-target bonus if applicable, not all roles are subject to a bonus. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Work Authorization Criteria
We welcome applicants who are legally authorized to work in the United States on a full-time basis. At this time, we are unable to offer sponsorship or take over sponsorship of an employment Visa.

Workspace Requirements and Remote Work Policy
Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures. 

Our Commitment to a Diverse Workforce
At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.

Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 11/29/24.