Coordinate and/or perform remote fixes at the desktop, server and networking level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
Second level escalations on the service desk team; resolve level 2 issues in Mac OS and Windows environments.
De-escalate client situations related to outages, communications, and travel onsite where necessary.
Troubleshoot hardware & accurately determine fixes.
Adherence to SOPs.
Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Apple, Google for Work, Cisco Meraki, Dropbox etc.)
Perform post-resolution follow-ups to help requests.
Research issues and resolves technical problems.
Implement and maintain operational documentation and procedures.
Issue the daily operations status report and project status reports as required.
Complete technical and special projects as assigned.
Daily entry of time within current ticketing platform and keeping tickets updated.
Maintain minimum of 32hrs of billable time.
Coordinate with Service Coordination for work assignments.
Coordinate with Project Management for intermittent project work assignments.
Continue to learn new technologies and solutions.
Keep and maintain work calendar.
Update client documentation after any change to the client’s network.
Maintain necessary professional certification statuses.
Assist with vendor certifications as required.
Provide direct and indirect leadership and peers with situational awareness briefs on high profile clients/projects.
KPIs: Average Time to Resolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherences will be your responsibility.

Requirements

Must have experience at an MSP, service desk and/or corporate IT
Experience as a technical support representative/consultant supporting small to mid-size clients (5+ years).
5+ years project engineering experience.
Exceptional written and verbal communication skills.
Exceptional ability to multitask.
Ability to be on-call and work after-hours.
Exceptional ability to adapt and learn new platforms and skills on the fly.
Exceptional sense of urgency.
Experience using and proficient in Apple hardware, Mac OS, Google (G-Suite), Windows, Office 365, Intune, JAMF.
Experience supporting Outlook/Office 365 Admin Portal.
Experience managing and configuring Windows OS Workstation/Server OS security, sharing, patches, and group policies in a Windows Domain environment.
Experience with cloud storage and remote connectivity solutions.
Experience with various advanced networking technologies.
Experience in remediation of EDR related issues.
Experience in implementation and remediation of various backup solutions.
ConnectWise Automate Familiarity or similar RMM solution.
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
College degree from an accredited four-year institution or relevant technical experience.
Previous customer support, sales or technology experience.
Technical Certifications (Preferred): Microsoft, Cisco, VMWare, JAMF, SonicWALL, Fortinet, CompTIA.
Current MCSE/MCSA or similar level Microsoft Certifications.
Current CCNA certifications or Extensive knowledge and understanding of the OSI model.

Benefits

Health and Welfare (Medical, Dental, Vision)
Accident, Critical Illness, and Hospital Indemnity
Employee Assistance Program (EAP)
Life and AD&D Insurance
Short- and Long-Term Disability Insurance
Flexible Spending Accounts
Transportation and Parking Accounts
Health Savings Accounts (with company contribution)
Retirement Planning (401k with matching contribution)
Legal Benefits
Identity Theft Protection
Pet Insurance
Wellness Program Offerings
Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
8 Paid Holidays per year, including 1 floating holiday.

Applicant Tracking System Keywords

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

Hard Skills & Tools

technical supporttroubleshootingremote fixesproject engineeringnetworking technologiesbackup solutionsEDR remediationWindows OS securityApple hardwarecloud storage

Soft Skills

communication skillsmultitaskingadaptabilitysense of urgencyinterpersonal skillsrapport-buildinglistening skillsquestioning skills

Certifications

Microsoft certificationsCisco certificationsVMWare certificationsJAMF certificationSonicWALL certificationFortinet certificationCompTIA certificationMCSEMCSACCNA