Coordinate and/or perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
First line service desk troubleshooting; resolve basic level 1 and some level 2 issues in Mac OS and Windows environments.
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.
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.
Deliver Professional Services SOW and Client Onboarding Activities

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 (2+ years)
Exceptional written and verbal communication skills
Exceptional ability to multitask
Ability to be on-call and work after-hours where necessary
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 in remediation of AV related issues
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.
A+/Network+ Certification or equivalent experience

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

troubleshootingtechnical supportremote fixeshardware supportsoftware installationsystem configurationcloud storage solutionsAV remediationWindows OS managementMac OS support

Soft Skills

communication skillsmultitaskingadaptabilitysense of urgencyinterpersonal skillsleadershipproblem-solvingcustomer servicetime managementreporting

Certifications

A+ CertificationNetwork+ CertificationMicrosoft CertificationCisco CertificationVMWare CertificationJAMF CertificationSonicWALL CertificationFortinet CertificationCompTIA Certificationrelevant technical experience