Career Opportunities

A Client Services Specialists contributes to Pearl Solutions Group’s value of customer excellence by providing remote support to end users for our clients. This includes but is not limited to diagnosing hardware, software, virtualization infrastructure, backup services, telecommunications, and networking problems for LAN/WAN computing devices such as printers, scanners, laptops, desktops, VPN and networking equipment in a predominantly Microsoft environment. Employees will work an 8-hour shift between the hours of 7am and 5pm Monday through Friday (US Central Time).

The candidate must have a passion for technology and a true commitment to growing their technical skill set. They will be working on the latest technologies for clients as well as supporting existing environments.

To qualify for this position, the candidate must have basic understanding of all technical solutions that a small or medium business uses on a daily basis. The candidate must also desire to operate in a dynamic, growing environment that requires the use of products and tools that will be new to them. And a candidate must have the ability to communicate effectively with teammates as well as the end user.

Job Responsibilities

• Provide incident management, diagnosis, escalation, tracking, and resolution
• Provide outstanding customer service and a positive support experience by interfacing directly with clients on issues, communicating in a clear, concise manner both verbally and electronically
• Follow established processes and standards, identify, and propose improvements as necessary
• Maintain knowledge of desktop, server and network, and technologies
• Continually learning new technical skills on your own time
• Perform remote diagnostic tasks
• Virus/malware remediation
• Assist in developing technical documentation to improve training and service delivery
• Microsoft 365 User Management

Professional Qualifications

• Associates or Technical degree from a technical school preferred but not required
• Ability to explain technology to customers in simple, easy to understand language, both verbally and in electronic communications
• Passion for providing quality customer service (fix it right, the first time!)
• Detail oriented
• Strong written and verbal communication skills; ability to document the steps taken
• Passion for helping others
• Excellent follow up skills
• Excellent documentation skills, ability to write technical processes and procedures
• Proven troubleshooting skills, and ability to work through problems until solved
• Experience working with little guidance
• Experience working in a team environment
• Ability to handle multiple tasks quickly, managing 15-20 tickets a day
• Understanding of infrastructure / network security
• Driver’s license, and reliable transportation a must (may be asked to use company vehicle)

Technical Qualifications

• Experience working with any ticketing system
• Familiarity with Active Directory
• 1+ years of experience in deployment and support of the following:
  • Microsoft Windows desktop operating systems
  • Microsoft Office 2016 and greater
• 1+ years of Microsoft Windows Server experience including:
  • Creating and managing GPOs
  • Active Directory user maintenance
• Understanding of infrastructure / network security such as TCP/IP, Wireless and Firewalls
• 1+ years of working with and supporting Microsoft 365 applications (Outlook, Word, SharePoint, Teams, Excel, OneDrive)
• Some experience in Microsoft 365 administration
• Some of WAN/LAN/Firewall experience with WatchGuard, Cisco or similar products

A Client Services Specialist will work towards mastering the following:

• A+, Network+, Security+ Certifications
• ConnectWise Automate Service Technician
• ConnectWise Manage Engineer/Technician
• IT Glue Training
• Acronis Certified Engineer
• Microsoft 365 Fundamentals Certification

Salary / Benefits:

This is a full-time salaried position with pay commensurate with experience. Medical / Dental / Vision / 401k / PTO

Our Mission:

To provide best practice, enterprise grade IT services, solutions, and hardware to small to mid-size businesses with 30 – 300 technology workers. We add more value than expected with every interaction as we serve our customers in an honest and efficient way.