Full-Time
MSP Experience Required
Valid Drivers License and Car required
Logistics: 5 Days onsite/Client Visits
Salary: $60k-$65k Could do $70k for the right candidate
Responsibilities:
- Desktop, end-user support, mac, iPhone, iPad
- On-site and Remote support
- On-site equipment installation (servers, racks, PCs, wiring cleanup, documentation, etc)
- Clear queue, Escalate tickets
- Document and follow SOPs
Overall:
No keyboard warriors (must present well, and be comfortable talking to people)
Personality Requirements:
- Must love getting stuff accomplished
- Must love talking to people
- Must love documentation
Primary functions include:
- Escalation point of contact for all client support calls
- Handle escalated troubleshooting to understand client problems
- Attempt to resolve or adequately diagnose problem
- Create, update and close service tickets within our ticketing system
- Ensure problems are resolved remotely or escalated appropriately
- Support the development and success of the Helpdesk Team
- Escalation of Tickets to Field Team for on-site support and resolution as appropriate
Skills, knowledge and experience
- Microsoft Windows Server (current and supported versions)
- VMware & Hyper-V (current and supported versions)
- Windows Remote Desktop Server
- Theoretical and Practical Application of IP Infrastructure and VLAN’s
- Active Directory – Implementation and Maintenance
- Enterprise Backup Solutions (Datto BCDR (Siris/Alto), StorageCraft, Veeam and Replibit)
- Enterprise Antivirus Solutions (Webroot, ESET, Sophos)
- Firewall and Router Configuration Experience
- Cloud and Remote Backup Solutions
- Preferred certifications: A+, Network +, Security +, CCNA, Microsoft Certs, Microsoft Certified Desktop Support Technician
- Working knowledge of Office 365, Exchange, Active Directory, Networking, Windows OS’s to include XP, 7, 10, Server 2008 R2, 2012, 2012 R2 and 2016, as well as Azure.
- One – two years customer service experience in a business-to-business environment
- Strong organizational and communication skills
- Proficient and fluent in English
- Previous experience in a Managed IT Services environment