Job Description

We’re looking for a technical specialist that has a passion for working with the latest technologies, loves to solve problems, focused on delivering solutions that solve customer's business challenges, and thrives in a team environment.  This is a customer-facing role and therefore requires strong inter-personal skills in addition to strong technical skills. If you don't have experience in the Microsoft cloud, we know it and can teach you, but you need to have the drive and passion to learn the future of IT services.  If you learn by building out labs, trial and error, and love to pick the brains of smart people, then it sounds like you'd fit right in.

WHAT WILL YOU DO

• Manage and resolve customer issues for our managed service offerings (including Security as a Service)
• Deliver solutions that align with the customer’s business needs and requirements (discuss benefits and risks)
• Developing and maintaining relationships with key technical contacts within the customer accounts and becoming a trusted adviser to these individuals
• Provide configuration recommendation and assistance to other solution deployment team members

Qualifications

CORE RESPONSIBILITIES:

• Interface directly with customers to resolve technical questions and issues
• Respond proactively and appropriately to client monitoring alarms
• Take ownership of overall resolution while being able to recognize high priority situations and take appropriate escalation action that results in customer satisfaction
• Manage multiple issues in parallel, taking responsibility for meeting SLA and updating customers
• Document and escalate more complex issues to higher level technical teams internally and externally
• Proactively suggest and implement process improvements

DESIRED SKILLS:

• Azure Active Directory knowledge a plus
• Microsoft 365 management
• Active Directory user and computer management
• Manage, monitor, and update Windows Server 2016+ and Windows 10
• Familiarity with a ticketing system preferred (Agile IT uses AutoTask PSA)

Additional Information

All your information will be kept confidential according to EEO guidelines.

Currently, Agile IT is 100% remote in accordance with state and federal guidelines.  All Agile IT employees are provided laptops and home office equipment.