Job Description

JOB FUNCTIONS:

• Hybrid role of client-facing IT Consultant, Tier 2 support and administration, and client / internal IT projects.
• Maintain, program, and troubleshoot: Windows, Exchange, MS365, and VMware deployments.
• Participate in the design, build and management of help desk implementations and optimizations.
• Participates in the planning, implementation, and review processes for new Microsoft technologies.
• Respond directly to support issues and service requests. Interface with other team members to ensure prompt resolution.
• Ensure customer satisfaction by maintaining constant communication on open service items.
• Analyze performance to drive improvement in KPIs Ex: Call Quality, Response Time, Accuracy, Resolution Time, etc.
• Assist in identifying trends in support requests and incidents Analyze trends for automation opportunities
• Develop, maintain, support operational processes.
• Ensure the timely response to all service desk support calls and system-generated alerts.
• Support onsite and field-based personnel.
• Develop and manage an on-call rotation for support services.

JOB REQUIREMENTS:

• Bachelor's degree in information technology or a related field and a minimum of 2 years of substantial experience related to the essential duties and responsibilities of the position; or an equivalent combination of education and experience.
• Experience working with ConnectWise is desired.
• Prior experience with a Managed Services Provider.
• Working knowledge in the areas of information technology n-tier architecture, IP networking, inter-application communication and data exchange, and endpoint device operations in a security technology environment.
• Strong communication, analytical and critical thinking skills. Ability to work effectively in a team environment and able to influence and motivate people across a broad variety of job functions.
• Ability to effectively prioritize and manage a large number of projects simultaneously.
• Ability to travel, if needed, within the contiguous United States.
• MSCA, MCSE, MCITP, CCNA Certifications are desired.

Company Description

We are a full service managed service provider for Communications, Security, Audio/Visual, Networking and ISP Services. We have clients across the nation who view us as an indispensable partner. We value the long term relationship with our clients above anything else.