SUMMARY
The Support Desk Specialist is responsible for providing advanced remote technical
support and delivering high-quality IT solutions to clients while maintaining
exceptional customer satisfaction. This role serves as a senior escalation resource
within the Service Desk team, troubleshooting complex issues, mentoring junior
engineers, and proactively identifying opportunities to improve client environments.
The ideal candidate has strong experience supporting Microsoft 365 environments,
virtualization technologies, remote desktop solutions, and core infrastructure
platforms. This position requires a proactive, customer-focused professional who can
effectively troubleshoot, document, and resolve technical issues within a fast-paced
managed services environment.
JOB RESPONSIBILITIES
• Provide advanced remote technical support and help desk services to clients
while meeting established service level agreements (SLAs).
• Serve as an escalation point for complex technical issues and assist Service Desk
team members with troubleshooting and issue resolution.
• Troubleshoot and support Microsoft 365 environments, including Exchange
Online, Teams, Intune, Autopilot, and related services.
• Support virtualization platforms including Hyper-V, VMware, VDI environments,
and remote desktop technologies.
• Diagnose and resolve backend application server issues, authentication
problems, and infrastructure-related incidents.
• Work directly with vendors and third-party providers to troubleshoot and resolve
technical issues impacting client environments.
• Conduct root cause analysis and implement corrective actions to prevent
recurring issues.
• Identify recurring problems and proactively recommend improvements to
enhance client performance, reliability, and operational efficiency.
• Review client environments and provide recommendations to ensure supported
technology standards are maintained.
• Maintain accurate client documentation, technical procedures, and ticket updates.
• Mentor and support junior engineers through coaching, knowledge sharing, and
technical guidance.
• Utilize RMM and monitoring platforms to proactively identify and resolve issues.
• Ensure all work is properly documented and completed in accordance with
operational procedures and change management standards.
• Participate in team meetings, training sessions, and continuous improvement
initiatives.
• Support a 24/7 service delivery model and work assigned after-hours shifts.
QUALIFICATIONS
• Minimum 2 years of experience supporting Microsoft 365 environments in an IT
support, systems administration, or managed services environment.
• Experience providing Level 2 technical support and troubleshooting complex
infrastructure issues.
• Strong experience with Microsoft 365 administration and support.
• Strong experience with Hyper-V virtualization.
• Experience supporting Citrix environments.
• Experience troubleshooting backend application server issues.
• Solid understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs,
authentication, and remote access technologies.
• Experience supporting Active Directory and identity management solutions.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to mentor and assist junior technical staff.
• Experience working within a ticket-driven support environment.
• Bachelor’s degree in information technology, Computer Science, or a related
field, or equivalent practical experience.
Preferred
• Experience with Azure administration and support.
• Experience with VMware, VDI, and remote desktop technologies.
• Experience supporting AD Connect, RDS/RDP, Radius, Duo, FSLogix, Intune,
Autopilot, and Microsoft Teams.
• Experience with SAN, storage, virtualization, and server infrastructure
technologies.
• Experience using ConnectWise Automate, ConnectWise RMM, or similar
monitoring and management tools.
• Experience within a Managed Services Provider (MSP) environment.
• Industry certifications such as:
o CCNA
o VCP
o MCSE
o Citrix Certified Professional (CCP)
o Microsoft Certifications
o Other relevant infrastructure certifications
JOB REQUIREMENTS
• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to shift schedules that include evenings, weekends, and
holidays.
• Specific shift assignments will be determined based on team coverage needs
and may rotate (US Time Zone).
