A moderate level of expertise with many different technologies found in the small to medium business sector.
- Examples are, Microsoft Azure and corresponding “365” ecosystem, Active Directory, Windows, and typical server deployments such as terminal services, Citrix, IIS, print servers, etc.
- Understands how to build a computer and can do so with minimal direction.
- Understanding of operating systems, business applications, printing systems, and network systems
- Understanding of support tools, techniques, and how technology is used to provide services.
- Diagnosis skills of technical issues.
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
- Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
- System documentation maintenance and review.
- Understands and can implement the “full stack” that a small business needs, such as security products, backup products, servers, desktops, laptops, networking equipment, etc.
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
Ability to multi-task and adapt to changes quickly.
