Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
Provisioning and system setup for new hires.
Prioritize incidents and service requests according to defined processes to meet defined SLAs.
Use remote tools and diagnostic utilities to aid in resolving support requests.
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
Installing and configuring hardware and software components throughout various network infrastructure devices.
Maintaining and monitoring all SOC applications for the client base to ensure all endpoints are protected.
Server administration via Active Directory, File & Print services, DNS, DHCP.
Network firewall and switch administration and maintenance.
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Lead on management and implementation of all technology software stacks.
Management and monitoring of all client Backup solutions.
Establishing good relationships with all departments and colleagues.
Ensuring company safety and security standards are met.
Some network and server solution design and architecture.
Assist with onboardings, projects, and updating documentation.

Requirements

College diploma or university degree in the field of Computer Science and/or 5 years equivalent work experience.
Exceptional written and oral communication skills.
Experience with desktop and server operating systems including Windows 7, Windows 10, Server 2008, Server 2012, Server 2016, Server 2019, Server 2022, and Mac OS.
Experience writing proposals for technical solutions to fulfill business needs.
Strong understanding of technology and business productivity systems.
Active Directory knowledge and experience.
Experience with UTM firewalls is a plus.
Ninja RMM and Autotask PSA Experience.
Exceptional interpersonal skills, focusing on rapport building, listening, and questioning skills.
Good problem-solving skills.
Excellent customer service skills.
Ability to work under moderate supervision.
Awesome organizational skills and a multi-tasking master.
Sales Engineering experience is a plus.
Microsoft Server certification is preferred.
Microsoft Desktop operating systems certification is preferred.
Valid Driver's License and ability to drive to customer locations when required.
CompTIA Net+ and/or CompTIA Security+ certifications are preferred.

Benefits

401(k) matching
Company parties
Competitive salary
Flexible schedule
Free food & snacks
Free uniforms
Health insurance
Opportunity for advancement
Paid time off
Training & development
Dental insurance
Vision insurance
Monthly on-call stipend
Monthly home internet stipend

Applicant Tracking System Keywords

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

Hard Skills & Tools

Active DirectoryWindows 7Windows 10Server 2008Server 2012Server 2016Server 2019Server 2022Mac OSnetwork infrastructure

Soft Skills

written communicationoral communicationinterpersonal skillsproblem-solvingcustomer serviceorganizational skillsmulti-taskingrapport buildinglistening skillsquestioning skills

Certifications

Microsoft Server certificationMicrosoft Desktop operating systems certificationCompTIA Net+CompTIA Security+