IT Technician

NetFire Technical Support Specialist

NetFire is a New Jersey, USA based cloud technology company that specializes in engineering and delivering high quality products and solutions to businesses of any size. We pride ourselves in our proprietary cloud infrastructure and on building customer aware relationships with every client. We are looking for team members who share our vision and passion for innovation and technology.

This position is dedicated to supporting and executing technical tasks for small to medium-sized businesses in the tri-state area, blending remote and on-site work. Remotely, you'll offer help desk support and manage installation and change requests for our services. On-site, you'll travel between our Hackettstown, NJ office and client locations using a company-provided vehicle.

Our focus is on devices and services we provide to clients, ensuring a specialized and high-quality experience. While primarily supporting our own product range, you'll receive thorough training and detailed documentation to excel in these services.

This role is perfect for those who thrive in both remote and in-person settings, are eager to engage directly with clients, and are committed to learning and growing within a dynamic IT environment.

Responsibilities include:

• Provide exceptional customer support both remotely and in-person, ensuring prompt and efficient resolution of issues.
• Develop and maintain strong relationships with customers, frequently communicating to anticipate and proactively address their needs.
• Regularly visit customer sites to set up new services, troubleshoot and repair issues, and evaluate existing or potential IT needs.
• Install and configure a variety of IT equipment including computers, docking stations, phones, monitors, printers, networking devices, and servers, all supplied by NetFire.
• Efficiently manage and maintain an inventory of NetFire-owned hardware, including items leased to customers, ensuring accurate tracking and availability.
• Actively assist in the operations of our warehouse facilities, managing logistics such as the shipping and receiving of packages from vendors, customers, and third parties.
• Participate in continuous training programs to stay updated with the latest technology and customer service best practices.
• Collaborate with the IT team to develop and implement strategies for improving overall customer satisfaction and service efficiency.
• Conduct regular follow-ups with customers post-service to gather feedback and ensure their continued satisfaction with NetFire's products and services.
• Assist in creating and updating technical documentation and customer service guides to enhance user experience.
• Engage in team meetings to discuss customer service challenges and brainstorm solutions for improving the overall customer experience.
• Operate company vehicles to visit customer sites and be responsible for schedule maintenance on vehicles and organization of vehicles and supplies.

Benefits include:

• Full-time, salaried position.
• Comprehensive benefits including Health, Dental, Vision, Long-Term Disability, and Life Insurance.
• Paid Time Off.
• 401k plan with company match.
• Opportunity for advancement.
• Cutting-edge technology.
• Startup environment.
• Collaborate with experts.

Requirements:

Education: High School diploma or equivalent. Degree in IT-related field and/or certifications are a bonus but not required.

Experience:

• This is an entry-level position; professional experience is not required, but a positive attitude and a strong interest in pursuing a career in IT, particularly within an MSP environment, are crucial.
• Prior experience in customer service is highly valued, as it demonstrates the ability to interact effectively and empathetically with a diverse range of clients.
• Experience working in a technology-related company, especially within an MSP or similar IT service provider setting, is beneficial.
• Background in inventory management and warehousing operations is advantageous, especially in contexts involving IT equipment and multiple client accounts.
• A robust understanding of the following IT-related areas is required:
• Operating Systems, with a focus on:
• Windows 10
• Windows Server
• Mac OS & iOS
• Linux (Debian and/or RHEL-based distributions)
• Software and ecosystems:
• Strong familiarity with Microsoft 365 is highly preferred, given its widespread use in IT client environments.
• Google Workspace
• Microsoft Active Directory
• Basic knowledge of small office networking, including:
• Dynamic and static IP addressing
• Experience with Ubiquiti UniFi is advantageous.
• Basic understanding of VoIP phone systems, with experience in 3CX phone system, or Teams Phone system being a plus.
• Competence in handling printers, including the installation of basic networked printers.
• Proven ability to manage and prioritize tasks effectively in a fast-paced, multi-client environment.
• Experience or familiarity with remote monitoring and management (RMM) tools, and proactive IT maintenance practices.
• Strong problem-solving skills and the ability to diagnose and resolve technical issues across a variety of client infrastructures.
• Excellent communication skills, capable of explaining technical concepts to non-technical users in a clear and understandable manner.
• Commitment to ongoing learning and adaptation in a rapidly evolving IT landscape.

Other requirements:

• Tech Enthusiasm: A genuine interest in technology is essential.
• Problem-Solving: A robust approach to addressing challenges.
• Work Style: Capability to work autonomously while being a collaborative team member.
• Multitasking: Efficient handling of multiple tasks simultaneously.
• Communication: Proficient in both swift and clear communication.
• Language Proficiency: Advanced written and spoken English, with the ability to draft technical documentation.
• Attention to Detail: A keen eye for specifics, coupled with strong organizational skills.
• Interpersonal Skills: Positive engagement with colleagues and clients.
• Physical skills: Must be able to independently use stepstools or ladders to install equipment and be able to carry heavy equipment (up to 30lbs), such as monitors or servers.

Location & Vehicle Policy:

Primary Work Location: All salaried employees are expected to commute to the office 5 days per week. Our primary office location is in Hackettstown, NJ.

Company Vehicle: Must be able to operate a company vehicle in NJ, NY, PA and VA.