- Exceptional customer service skills under varying conditions
- Strong understanding of computer hardware and related Operating Systems.
- Ability to build a pc, troubleshoot down to component level and understanding of system imaging
- Support services for:
- Microsoft 365 Administration portal
- 365 Services: Office Suite: Word, Excel, Power Point, Outlook, Teams
- Firewalls and remote access: SonicWall (preferred), Net Extender
- 2FA experience: Duo, Google, Microsoft
- Networking: Unifi, Dell, Ruckus
- Administration and maintenance of the remote monitoring and management system (RMM): update agent scripts, respond to alerts, monitor dashboard, and periodic system review
- Develop and document maintenance routines for all computer systems
- General support of WAN and LAN connectivity, routers, firewalls, and security
- Document all work performed and time entries in related tickets in ConnectWise Manage PSA
- Field Service Support- Troubleshooting and ongoing hardware support. * Regular travel is required
- Refresh Projects- Participate in projects where current hardware is replaced to include but not limited to:
- Ability to work in a team and communicate effectively
- Accept escalations from the helpdesk
- Escalate service or project issues that cannot be completed within agreed service levels
- Business awareness: and understanding of product management cycles
- Document internal processes and procedures related to duties and responsibilities
- Responsible for entering time and expenses as they occur
- Provide field service when/where necessary in a responsive manner (reliable transportation is required)
- 5+ years' + experience with desktop and application support
- Interpersonal skills: communication skills, active listening, and customer-care
- Ability to multi-task and adapt to changes quickly
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast-moving environment that is not business vertical specific
- Prior MSP Experience
- Professional IT Certifications
- Knowledge/experience of Microsoft related technologies: Windows Server 2016,2019, Exchange, SQL
- Virtualization technologies: VMware and Hyper-V
- VLANs (understanding, build/implementation)
- VoIP technologies/implementations
- Google for Business, Azure/AWS (management, setup/implementation)
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