Working Schedule: Monday – Friday, 8:00 am – 5:00 pm Mountain Standard Time
The expertise and skills required for this position are:
Responsible for remote service and support needs for our customers.
- This relates to all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.
- IT support relating to technical issues involving Microsoft’s core business applications, as well as virtual environments built on Microsoft Virtual Environments
- Support services for Microsoft-related technologies: Windows Server, Microsoft 365, SQL, SharePoint, etc.
- Technical services and support at the network level: WAN and LAN connectivity, firewalls, and security.
- Remote access solution implementation and support: VPN and Terminal Services.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
- Strong interpersonal skills which include a calm and welcoming telephone manner, active listening and customer care is a must.
- Strong skills in documentation and organization of details
- Excellent time management skills
- Ability to multi-task and adapt to change.
- Self-motivated and can work with little supervision.
- Ability to work with a team of individuals in various tiers of support and management.
- Willingness to develop professionally.
Technical expertise required:
- Solid working knowledge of Windows Servers, Networking, Virtualization, Security, Email services, Storage technologies, and a variety of Business applications
- Printer troubleshooting
- General server access and permissions
- Server implementation, maintenance, and management
- Configuration and implementation of Remote Desktop Service
- Knowledge of desktop applications including Microsoft Office and basic accounting software
- Develop in-depth knowledge of the service catalog and how it relates to customers’ needs.
- Document internal processes and procedures related to duties and responsibilities.
- Responsible for entering time and expenses as they occur.
- Work through a daily schedule that has been established through the dispatch process.
- Enter all work and time as service requests.
- Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
Educational or previous experience required:
- Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, SonicWall CSSA
- A+ Certification is preferred.
- NET+ Certification is preferred.
- Experience managing & working with the following technologies is preferred:
o Windows OS
o M365
o Windows Server (2003-Present)
o Active Directory Management (Azure AD Sync)
o DHCP
o DNS
o Remote Desktop Services - 3+ years experience in computer network management is required
- 2+ years of experience supporting end users and server infrastructure in a business environment • 2+ years experience with virtualization technologies
- Experience in managing end-client networks is preferred
- Microsoft Exchange configuration and troubleshooting
- Firewall/router configuration
- Hyper-V knowledge • Windows Server • GPOs • Routing and Switching • VPNs • Virus and Security • TCP/IP
The key tasks and responsibilities for this position include:
- Troubleshoot and resolve end-user issues.
- Provide consistent communication and updates.
- Coordinate customer support with the team, Service Coordinator, and Service Manager
- Monitor and review alerts.
- Improve customer service, perception, and satisfaction.
- Ability to work in a team and communicate effectively.
- Escalate service issues that cannot be completed within agreed service levels.
- Triaging Tickets and Dispatching when necessary
- Assist with Client-Focused Projects as needed.
Benefits:
13th Month Pay
HMO & SSS payment on top of the salary (After 90-day probationary period)
Personal Time Off (After 90-day probationary period)
