The Support Intern (SI) will deliver top-quality customer service to Nucentric Solutions’ clients. The SI will work on client’s desktop, laptop and server systems at the Nucentric office to perform new PC setups, desktop migrations, diagnosis of hardware trouble issues, and will work on resolution. The SI will work closely with the Help Desk and Systems Engineering teams to make sure that client requests are resolved in a timely manner and clients are kept informed of progress and status of their requests. SI will use Nucentric’s in-house enterprise tools for network device monitoring and centralized network asset management in delivery of managed services. The SI will also assist the Help Desk and Systems Engineering teams with work helping prep hardware that is being pre-staged.
The SI must demonstrate good resource and time management abilities as well as continual growth in their technical knowledge and skills. The SI will be responsible for assisting the support team with “Level 1” IT support. This includes support for desktop moves, desktop adds, desktop changes, and other general support requests.
The SI will be responsible for accurately documenting all work associated with any internal work or work provided to Nucentric clients. The SI will also be responsible for maintaining accurate and detailed technical documentation that pertains to the service tickets they’re working on. (Network diagrams, configuration documents, important user name/passwords, etc.).
Nucentric views communication with our clients as a vital part of customer satisfaction. Therefore, while direct communication with the customer will be minimal, the SI is expected to communicate to the customer all descriptions of work performed and on-going status of open issues each time he/she performs work of any kind on a client’s pc’s or software. This communication will be supported by regular written documentation of work performed in Nucentric’s issue tracking system.
The SI will report to Nucentric’s office in Davidson during normal business hours (Monday through Friday, 8 a.m. to 5 p.m.).
This is an unpaid internship
- Proficiency in supporting Windows desktop OS’s (Windows 7, 8, 10) a plus
- Completed industry training is a plus (MCSA, MCSE, MCP, CCNA, CCNP, A+, Net+, etc.)
- Previous hands-on experience with small business networking is a plus.
- This is an entry-level position