CCNA or SonicWall equivalent certification preferred
Experience with ConnectWise Manage or similar systems preferred
Responsibilities
Provide expert remote and onsite technical support for Managed IT clients
Respond to escalated support requests from Service Desk Engineers
Troubleshoot issues according to best practices
Collaborate with Senior Systems Engineers as needed
Document support tickets in detail and adhere to communication standards
Contribute to initiatives and process improvements within the division
Maintain accurate utilization reporting and manage calendar usage effectively
Benefits
Medical, dental, and vision insurance
Life insurance and flexible spending account options
401k Retirement Plan with company match eligibility
Professional development opportunities
Supportive work culture with a focus on mentoring
Full Job Description
Department: Managed Services - Managed IT Reports To: MIT Service Delivery Manager FLSA Status: Full Time / Exempt
This position provides remote and onsite escalation technical support for Managed IT clients.
Respond to support requests escalated by the Service Desk Engineers
Troubleshoot according to best practices and standard operating procedures
Escalate to and/or collaborate with Senior Systems Engineers when necessary
Adhere to communication standards and enter detailed notes on all support tickets
Contribute to division initiatives, best practices, and process improvement
Daily consistent and accurate utilization reporting and ConnectWise Manage calendar usage
Demonstrate core values on a daily basis including:
Excellent professionalism and a positive attitude
Consistent usage of standard operating procedures and tools
Engaging in mentoring process
Job Related Dimensions
Strong knowledge in the following areas:
Active Directory and Windows Server administration
Azure infrastructure design and administration
Network design, implementation, and troubleshooting
Standard software suites (Microsoft 365, Adobe, ect)
Preferred experience working with the following systems (or similar systems):
ConnectWise Manage
ITGlue
Microsoft Teams
Flexibility in travel requirements within assigned client regions
Willingness to mentor and develop other support team members.
Willingness to continue building knowledge through training and certifications.
Track record of integrity and trustworthiness with confidential/sensitive information.
Ability to plan, organize, and multi-task in a fast-paced environment.
Demonstrate confidence with a high degree of professionalism.
Very strong attention to detail and problem-solving skills are essential.
Takes ownership of job responsibilities with personal pride and accountability.
Very prompt, hardworking, and loves what they do.
Ability to work independently with little supervision required.
Ability to remain calm while working under pressure in a busy environment.
Ability to work within the timeframe of standard policies and procedures and not miss deadlines/due dates.
Ability to maintain confidentiality related to sensitive company and employee information.
Proficiency in MS Word, Excel, and Outlook is essential.
Excellent time management and leadership skills.
Excellent written and verbal communication skills.
Strong professionalism and organizational and planning skills.
Regular and reliable attendance.
Key Measures:
Daily use of ticketing system (ConnectWise Manage), accurate utilization reporting, and calendar usage
Adherence to ITIL and ITSM standards set by the organization
Minimum billing utilization of 75%
Qualifications
Experience:
Bachelors/associate degree in computer information systems.
4+ years related remote and/or field work experience.
Additional experience can be substituted for education.
Desired certifications:
Azure Administrator (AZ-104)
CCNA (or SonicWall equivalent)
Microsoft Identity and Access Administrator (SC-300)
VMware VCTA or Hyper-V specialization
Physical Demands & Work Environment
Ability to sit at a desk for prolonged periods of time
Ability to talk on the phone and work with various computer tools and applications
Ability to type and compose written communication in various forms
Ability to travel to customer locations on a regular basis
Ability to work on your feet for long periods of time on a regular basis
Ability to lift 50+lbs on occasion
UBEO offers a competitive compensation package. UBEO also offers excellent benefits that include medical, dental, vision, life, flexible spending account options as well as other supplemental benefits. UBEO also offers a 401k Retirement Plan with company match upon eligibility. Submit your resume to Human Resources today!
Remuneration for this role: $85,000 - $100,000. Individual compensation packages are competitive and commensurate based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons.
