Job Description

Position Overview

Managed Services Technician is the second layer of escalation. This position provides remote technical support and assistance to end-users of all levels, with a broad variety of software and hardware issues. The SOC operates 24x7, this position will have a work schedule of 9:30am - 6:00pm Monday – Friday.

Responsibilities

• Diagnose and triage level two technical support problems for our customers, including remote, telephone, and email support.
• Answer questions on technical issues and resolve user problems.
• Assist in scheduling and dispatching of technicians and engineers.
• Work with engineers to troubleshoot and detail difficult problems as needed.
• Assist in maintaining documentation and instructions for service desk issues
• Provide accurate and timely logging of problems and resolutions in appropriate systems.
• Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction
• Active Directory, Azure
• LAN/WAN connectivity
• Firewall Configuration (VPN, port forwarding, etc.)
• Understanding of a network - switches, routers and wireless access points
• Group Policy Objects
• Microsoft: Intune/Autopilot, 365, power automate.
• SharePoint

Qualifications

Experience and Skills Required

• Excellent problem-solving skills.
• Must be self-motivated.
• Ability to thrive and help foster a positive team environment.
• Ability to prioritize and accomplish all given tasks in a timely manner
• Ability to learn quickly and retain knowledge of a wide variety of system.
• Must have superior customer service and communication skills- ability to effectively communicate with both technical and non-technical users.
• Extensive knowledge of trouble shooting of operating systems (Windows 10, MacOS, and iOS).
• Knowledge of computer hardware trouble shooting.
• Basic knowledge of server operating systems (Windows)
• Basic knowledge of VMWare troubleshooting systems a plus.
• Basic understanding of LAN /WAN technologies.
• Understanding of IT security needs and procedures

Experience/Education/Certifications :

Required :

Bachelor’s degree in computer science, management information systems or related field plus 2 years of work experience

OR

Associates degree plus 3 years of work experience

OR

4 years of work experience

Preferred :

CompTIA Network+ or Security +

MCSE

MCSA Server 2016

Office 365

***This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their manager.

Additional Information

Physical Requirements :

The physical requirements of this job include frequent sitting with occasional walking around, carrying light objects, grasping, and reaching for things, rare stooping/crouching, clarity of vision, speaking and listening ability. The mental requirements of this job include general intelligence, motor coordination skills, coordination of hands, eyes and feet, verbal, and numerical intelligence. The workplace environmental conditions are that of a temperature controlled and clean office setting. Occasional driving to other office or customer locations.

Regular attendance and punctuality are an essential job function of this position. In addition, the duties of this job need to be performed inside of our offices (unless authorized due to extraordinary circumstances by your manager and Human Resources) for the purpose of interaction and collaboration with colleagues and/or clients as necessary, the ability to adequately supervise the associate, and/or the availability of necessary equipment utilized for regular job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job- related duties requested by their supervisor.