Do you love supporting end users with their technology? Do you like the variety of remote support and onsite client visits? Are you looking for a solid, growing IT firm that needs your network support skills? If so, keep reading for more details; we’d love to hear from you.
Full Description and Required Skills
Responsibilities may include…
- Great customer support
- Troubleshooting user issues, setting up new users, troubleshooting access, remote printing, and similar
- Checking the NOC alerts for all equipment under management
- Checking the backup portal for failures or alerts, troubleshoot or escalate
- Following and updating maintenance checklists
- Updating tickets with tasks performed, screen shots, outcomes, and time worked, as well as status
- Updating our IT Coordinator regarding assigned tickets and projects
- Review weekly anti-virus scan results and troubleshoot/follow up with clients as needed
- Honoring client confidentiality and guarding their data and access
- Following the schedule to meet our promises to our clients
- Remote support for clients in other states
- Helping our end users make technology work in their businesses
- Personal car to drive to client sites for onsite support
- Participate in Daily Huddles
Qualifications
- Great problem solving skills
- Small details are huge, so accuracy is a must
- Good phone skills
- Willing to work as a team with good independent troubleshooting skills
- Experience with monitoring tools such as N-Central (N-Able)
- Experience with backup solutions such as cloud-to-cloud Solarwinds, Datto units, and similar, including file restores
- Experience in small to medium business environments (10 to 200 users) with mobile devices, workstations, servers, firewalls, switches, routers, access points, and similar
- Experience installing and troubleshooting Windows 10 Pro
- Experience supporting users with day-to-day tasks in Microsoft 365
- Experience researching hardware solutions, ensuring compatibility between components, workstations, laptops, and network peripherals
- Experience supporting virtual servers and ESXi hosts, VMware
- Experience with Azure hosting
Skills for this Position
- Proficient in providing Remote Support using LogMeIn Rescue, N-Able Take Control, or similar, and Remote Desktop
- Minimum two (2) years Server troubleshooting and maintaining Windows Servers
- Minimum four (4) years workstation/laptop and printer troubleshooting in MS environments
- LAN, WAN Networks – basic troubleshooting and maintenance
- Troubleshoot SonicWall Firewall (or similar) and VPN issues for end users
- Minimum two (2) years working with VMware and willing to become a subject matter expert with training
- Experience with Azure hosting, basic access and troubleshooting
- Experience with Password Vaults, PassPortal a plus
- Good math skills
- Tracking work through tickets and tracking time by ticket
- Troubleshooting business class anti-virus offerings
- Ability to troubleshoot complex issues
- Written and verbal communication skills, including client-facing and internal documentation
