Service Technician

Katz, Sapper & Miller • Full-time • Indianapolis, United States of America • 3d ago

Job Description:

We’re KSM, one of the top 50 largest independent advisory, tax, and audit firms in the United States. But more than our size, it’s our people and culture that set us apart. We believe great things happen when people are supported, challenged, and given the freedom to do their very best work. That’s why we’ve built a workplace where your career and personal life can thrive together – where you have the flexibility to manage your time, the resources to grow, and a team that genuinely cares about your success.

We’ve been employee-owned since 2001, giving every team member a stake in our collective success. This ownership mentality fosters a culture of collaboration, curiosity, and excellence – where new ideas are welcomed, different perspectives are valued, and you’re encouraged to explore what excites you most. Whether you’re expanding your skills, tackling new challenges, or making an impact beyond the office, we provide the resources and support to help you grow in the direction that’s right for you.

At KSM, your contributions matter – not just to the firm, but to your colleagues, clients, and the communities we serve across the U.S. If you’re looking for a place where you can do meaningful work, build lasting relationships, and grow in ways that align with what’s most important to you, we’d love to meet you.

The service technicians are responsible for ensuring seamless technology support for our clients. This position involves troubleshooting, diagnosing, and resolving client service requests that support the client’s hardware and software systems. We value ingenuity, excellence, and humanity, and we are committed to maximizing our clients’ technology investments.

What you will be Doing

Drive High Customer Satisfaction:
- Engage with clients in a professional and courteous manner, ensuring effective communication throughout their service delivery experience.
- Instill confidence by showing that you clearly understand the problem and are the best resource to deliver an efficient and accurate resolution.
- Exceed expectations. Provide proactive updates on the progress of issue resolution, validate with resource prior to completion, and explain resolution and recommendations prior to closure.
- Receive high client satisfaction ratings for professional communication and successful resolution.
Efficient Incident Management:
- Review and respond to incoming client requests in a prompt and professional manner, ensuring alignment with Service Level Agreements (SLA’s).
- Identify and execute basic troubleshooting steps to determine root cause and potential solutions.
- Develop and communicate a plan for resolution or escalation for more complex incidents.
- Execute and validate resolutions in accordance with SLA’s.
- Accurately record time and maintain detailed documentation of all client interactions, technical issues, and their resolutions in the ticketing system.
Excellent Service Delivery:
- Follow established guidelines, protocols, and standard operating procedures to ensure consistent and efficient delivery of technical support services.
- Maintain confidentiality and handle client information securely.
- Manage multiple tasks and prioritize them based on urgency and impact.
- Provide accurate and detailed information to resources and client engagement teams when items are escalated.
- Investigate automation opportunities to address repetitive tasks and manual processes.
Continual Learning:
- Stay updated with the latest industry trends, technologies, and best practices related to the managed services industry.
- Actively participate in training programs and seek opportunities for professional growth and development.

Required Knowledge, Skills, and abilities

In depth technical knowledge and hands-on troubleshooting experience.
Working knowledge of current network protocols, operating systems, and standards.
Ability to read, understand, and maintain technical manuals, procedural documentation, and software & hardware use guides.
Working knowledge of device management through tools such as Microsoft Services / Intune.
Ability to troubleshoot standard application-related problems. (Outlook, Teams, OneDrive, Excel, Word, Zoom, Slack, Adobe, etc.)
Patience, empathy, strong communication skills with a user-friendly language.

THIS WORK IS PERFORMED: Primarily in the Indianapolis area. Approximately 20% travel outside Indianapolis metro area, dependable transportation is required. This position requires the ability to lift at least 35 pounds.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, sex, sexual orientation, gender identity, disability, genetic information, national origin, race, religion, veteran status, or any other protected category.

KSM only accepts resumes directly submitted by a candidate and referrals submitted by current KSM employees. Unsolicited resumes or candidate profiles sent by staffing agencies and fee-based referral services will not be considered outside of a signed KSM vendor contract. KSM will not pay a fee to recruiters or agencies that do not have a signed KSM vendor contract.

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