Job Description

Agile IT is currently seeking a Technical Support Specialist to deal primarily with our recurring customers for which we are a Managed Service Provider (MSP). Along with our recurring customer base, the Technical Support Specialist will also be responsible for maintaining and supporting Agile IT internal employees. This is a customer-facing role and therefore it requires strong interpersonal skills in addition to strong technical skills.

This position is a staffed M-F schedule. Technical Support Specialists are assigned and rotate in an on-call schedule and provide assistance after normal business hours to MSP contract customers including project related work assignments to support the delivery team.  Applicants must reside within the San Diego metro area and will be working out of our San Diego Mission Valley office. Must have valid driver’s license and reliable transportation for occasional work offsite (up to 40%).

Agile IT works on the latest technologies focused on cloud and SaaS based services (Microsoft Office 365, Microsoft Azure, Amazon Web Services, Dropbox, etc.) and is a leader in deploying them in the market. Once hired, you’ll be mentored and trained in one or more of the mentioned technologies by our senior staff.

WHO YOU ARE

TRANSFORMATIONAL – You are an agent of change, capable, and excited to embrace new solutions and technology to transform yourself, your clients and your company.

INQUISITIVE – You have an appetite to learn, to stay on the cutting edge, and pursue new ideas with rigor.

TENACIOUS – You are driven relentlessly to deliver results and get to the end point. You actively turn obstacles into opportunities with ownership and passion.

CHALLENGING – You ignore the status quo, challenging yourself, your team, and your customers to new levels of performance, and you respect when you yourself are challenged.

ESSENTIAL JOB RESPONSIBILITIES:

• Provide responsive phone and email support directly with customers to resolve technical questions and issues
• Respond proactively and appropriately to client monitoring alarms and notifications
• Research, troubleshoot, and identify solutions to reported client support requests and technical problems
• Follow up with clients to ensure their issues are fully resolved after troubleshooting and updates
• Take ownership of overall resolution while being able to recognize high priority situations and manage escalation triage plan that results in customer satisfaction
• Prioritize and manage multiple open support requests at the same time, taking responsibility for meeting contract and team Service Level KPIs and updating customers
• Identify, document and escalate more complex or high priority issues to the appropriate technical resources internally and externally
• Ensure all issues are properly logged for accurate and timely reporting
• Prepare client system health check and service history reporting as requested for required client meetings
• Participate in a rotating on-call schedule
• Proactively suggest and implement process improvements
• Document and publish Technical Support content and other technical documentation in the Knowledge Base
• Seek training, certifications to improve performance and develop specialization.

Qualifications

• 3-5 years proven work experience in a Technical Support role 
• Strong researching, problem solving and troubleshooting skills 
• Adaptability to work independently and as part of a team 
• Excellent customer service skills
• Passion for technology and learning
• Ability to communicate and interact effectively, in a professional manner with technical & non-technical staff (both verbal & written)
• Ability to quickly adapt to technology and/or application changes and business delivery priorities
• Knowledge of relevant web services, mail, backup, and application monitoring
• Good knowledge of networking fundamentals
• Good knowledge of server hardware
• Familiar with Microsoft and related integrated technologies. The ideal candidate for this role will have an understanding of Cloud Computing IaaS, PaaS and SaaS including:
• Working knowledge of Operating Systems (Windows and Linux).
• Experience in Microsoft Active Directory and computer management
• Microsoft Exchange Server 2013, 2016, 2019 & Exchange Online
• Manage, monitor, and update Windows Server and Windows client (7, 8, 8.1, and 10)
• Microsoft Office 365/Google G-Suite administration
• Maintenance services: backup/recovery. Knowledge of Azure Backups and/or CloudBerry are preferred, but not required.
• Familiar with service desk tracking applications such as Zendesk, Autotask or similar Service Desk Automation tools
• RDP, remote Monitoring and Maintenance (RMM) tool: Datto, LogMeIn or similar tools
• Additional certification in Microsoft, Networking a plus

Additional Information

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