Offer summary

Qualifications:

At least 5 years of experience in a Help Desk Support role or similar position., Experience with Managed Service Providers (MSP) and Microsoft 365 administration., Proficient in Windows and macOS support, including installation and troubleshooting., Knowledge of network setups and basic to intermediate understanding of TCP/IP and related technologies..

Key responsabilities:

Manage client expectations and timelines for support tickets.

Support multiple clients and projects simultaneously, both remotely and on-site.

Document work performed during client meetings and report back to management.

Regularly meet with clients to understand their needs and provide tailored support.

Job description

Our Partner Client is an information technology solutions provider offering IT consulting services & support, custom programming & application development, infrastructure & build-outs, and cybersecurity.

As a Help Desk Support Consultant/ Support Tech (Level 1), you will work closely with some of our largest and most complex clients using your customer service and technical skills to solve their biggest problems and open up their biggest opportunities.

This is a full-time role, on a US shift and on a Work From Home set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

DUTIES AND RESPONSIBILITIES:

Manage expectations and timelines for tickets with clients
Support multiple clients and projects (usually 3-4 at a time) both remotely and on-site
Hands-on work with multiple technologies including basic firewalls, switches, servers, email services and general helpdesk support
Document work performed at client meetings, including time spent, and report back to your manager with any follow up items
Listen to your clients and their stakeholders, learning their business and tailoring your support to meet their needs
Meeting with clients regularly to solve their problems

QUALIFICATIONS:

At least 5 years of relevant experience in a Help Desk Support role or a similar position
Must have experience working with Managed Service Providers (MSP)
Microsoft 365 (Exchange, SharePoint, OneDrive, InTune) and Google Workspace administration
Windows (8/10/11) and macOS support, including installation, configuration, and troubleshooting
Experience with RMM and documentation tools (ConnectWise Command, IT Glue, Continuum RMM preferred)
Network setups, upgrades, and troubleshooting (SonicWall, Meraki, Cisco Small Business, Ubiquiti)
Basic to intermediate knowledge of TCP/IP, VPNs, firewalls, DNS, DHCP, and VLANs
IT support experience with complex technology platforms, handling challenging tickets, and end-user on/offboarding
Maintenance and administration of PCs, printers, servers, and related peripherals
Onboarding new users, managing software licensing, and maintaining IT inventory
Windows Server (2016/2019), Active Directory, Group Policy, and Hyper-V administration
Cloud technologies (Microsoft 365, Google Workspace, Hosted Exchange, AWS EC2/S3)
Backup and disaster recovery (Datto, Datto SAAS), planning and implementation