Provide technical support to managed services clients in a 24/7/365 environment
Provides application and infrastructure support, network administration, desktop troubleshooting, and server management across multiple environments
Adhering to client service level agreements and team performance goals while prioritizing, resolving and/or escalating issues in accordance with Company policy
Communicates technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients
Effectively documenting client communication and resolution efforts via internal ticketing system in accordance with Company standards
Maintaining a high degree of professionalism, confidentiality, and integrity while accessing client data/systems
Assists security team in monitoring client environments for suspicious activity/threats and responds quickly to security alerts and incidents in accordance with Company standards
Complies with all company policies and procedures

Requirements

An associate’s or bachelor’s degree in computer science or related field
2+ years of troubleshooting experience (networking, server/OS, desktop, virtualization)
Equivalent combinations of education and/or experience will be considered.
Previous experience in a multi-client Managed Services and/or Managed Security Operations Center helpdesk environment is strongly preferred.
Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members.
Demonstrated history of taking ownership/accountability of assigned tasks.
Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment.
Excellent oral and written English communication skills.
Demonstrated integrity and the ability to maintain client confidentiality.
Proficiency in Office365 administration and troubleshooting required.
Additional knowledge of public/private cloud (e.g., Azure) and virtualization technologies a plus.
Microsoft or other technical certifications highly desired and may be required for employment.
Strong troubleshooting skills in a Windows environment, including desktop and server OS.
Proficiency in Microsoft Exchange and Active Directory
Proficient knowledge of LAN/WAN administration and troubleshooting proficiency including DHCP, DNS, VLAN's, firewalls (Fortigate Manager), NAT, wireless technology.
The ability to configure switches is a plus.
Basic knowledge of Cybersecurity, Network Monitoring, and Endpoint Management tools: Perch, LogicMonitor, SentinelOne, etc.
Previous experience working within ticketing systems required (Connectwise preferred)
Previous experience working in Managed Services Operations Center
Apple/Macintosh/iPhone/iPad experience a plus

Benefits

PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+
401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days
Holidays – Managed Solution celebrates 7 paid holidays each year Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service!
Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs)
Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7
$100K Life/AD&D policy provided for all employees, free of charge!
Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!
$80/Month Cell Phone + Internet Reimbursement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingnetwork administrationserver managementdesktop troubleshootingOffice365 administrationMicrosoft ExchangeActive DirectoryLAN/WAN administrationCybersecurityvirtualization

Soft Skills

customer serviceorganizationproblem-solvingcommunicationintegrityconfidentialityownershipaccountabilityprofessionalismdocumentation

Certifications

Microsoft certifications