POSITIONIn this position we are looking to add a highly experienced individual to adhere to a level of technical expertise and customer service professionalism. The Service Desk (also known as Help Desk) team is located in both US and Philippines and is an important and essential part of our company. Day-to-Day activities include working on escalations, server work, coordinate mini projects for customers, and supporting the team as needed. This is a fantastic career opportunity for a proactive, highly motivated individual who wants to utilize his or her current tech skills and leadership knowledge. Occasional local client visits may be required.
The ideal candidate will have solid tech skills, with the ability to quickly and efficiently triage issues. Responsibilities include, but are not limited to:
- Handle Escalation Tickets.
- Review Quality of Tickets.
- Act as a Mentor
- Assist with "mini-projects" assigned by the Director of Professional Services
- Troubleshooting PC and Mac issues via remote login or occasional onsite visits
- Updating client IT documentation and tickets
- Contacting vendors on behalf of clients
- Act as subject expert for malware and virus issues
- Maintain and troubleshoot Microsoft 365 environment as senior resource
- Troubleshooting Azure environments, including servers, workstations, and AAD
Requirements
Required Technical Skills:- Ability to easily troubleshoot and resolve PC and Mac-related hardware, software, operating system, email, printing, and network issues
- Strong familiarity with both Mac OS and Windows
- Strong familiarity with Windows server services and differences between on premise and cloud environments
- Strong familiarity with networked printers and print servers
- Expert with Microsoft Office 365 and on-premise mail connectors
- Expert with Google Suite Email
- Expert understanding of mail flow in Exchange Online, Google mail, and third party email filtering solutions, with an ability to troubleshoot mail delivery issues.
- Expert with Microsoft Word, Excel, Powerpoint, and Sharepoint (Desktop & Online)
- Expert with Active Directory, Azure AD, and Azure AD Connect
- Expert with Single Sign-On Technologies
- Highly experienced with Meraki Networking
- Highly experienced with Cisco Secure Firewall and Cisco FTD
- Highly experienced with VMware and Microsoft Hyper-V
- Highly experienced with Cisco Catalyst Access points and wireless controllers.
- Highly experienced with Mobile Device Management and Microsoft SCCM
- iPhone/Android setup, configuration, and sync-issue resolution
- Virus/malware removal and prevention
- Familiarity with an IT service ticketing system and creating IT documentation
- Troubleshooting and investigating email compromises within Microsoft 365 environments
- PowerShell/Azure PowerShell scripting a major plus
Required Personal Skills:- Excellent verbal and written communication skills
- The ability to work independently as well as with our team
- Reliable, on-time, personable, and customer-focused
- The ability to multi-task and work across a range of IT issues with various timelines and priorities
- Poise and patience during phone-based tech support and potential onsite visits
- Solid writing skills to document work completed and create/maintain IT documentation for clients
- Comfortable working with a variety of clients, other techs, and HW/SW vendors
- Energetic, able to switch gears quickly from job-to-job / task-to-task
- Desire to learn; independently and on the job
Experience- Minimum 10 years of experience in the IT support industry working with business environments
- Minimum 10 years of remote/help desk experience, ideally in a managed IT service environment
- Minimum 3 years of experience in a senior engineering role
- Experience with ConnectWise ticketing system is a major plus
Certifications Required (both)- M365 Certified: Admin Expert
- CompTIA Server+
Certifications Required (1 of below)- CompTIA Net+ (or Cisco CCNA)
- Microsoft Certified: Azure Administrator Associate
BENEFITS- Quarterly compliance bonus plan
- Medical
- Dental
- Vision
- Life Insurance
- 401k + company matching
- 15 paid days off (vacation and sick) to start
- Paid Major holidays
- Paid day off for your birthday
