Summary:
You’ll work closely with the existing team and with dedicated onsite and remote clients, providing IT, MIS, and Microsoft 365 products and support services. You will act as a liaison with clients on administrative and technical matters for assigned projects.
Responsibilities:
- Perform hardware deliveries, onsite training, event support, field marketing support, and onsite/remote level 1 & 2 support services.
- Configure hardware and software components after installation and perform routine maintenance on technology equipment at client sites.
- Answer, troubleshoot, resolve and/or escalate support tickets following the guidelines and procedures.
- Manage inventory required to maintain client equipment.
- Assist in instructing clients in operation and maintenance of systems/equipment.
- Troubleshoot various issues such as internal questions/requests raised (Password request, ticket investigation, researching vendor position), client issues or questions.
- Properly gather information and document all trouble tickets in the RMM as outlined by the department policies and procedures.
- Maintain and troubleshoot network infrastructures, VPNs, and remote access systems.
- Responsible for escalating non-routine technology issues to the appropriate help desk staff member for resolution or further escalation.
- Configure, support and deploy end-user devices such as computers, printers, A/V systems, etc.
- Documentation of all application support procedures for both internal and external developed software.
- Provide hardware and software support including client orientations and training
Qualifications:
- 4-year university degree – Computer Science or other technical-related field preferred.
- 2+ years experience as a Field Technician or similar support role, ideally within the MSP space.
- Experience supporting Active Directory, Exchange, System Center, and Office 365 environments.
- Experience with Office 365 implementations including Exchange Online migrations.
- Experience with RMM and PSA tools (ConnectWise, LabTech, Kaseya, Ninja, or related software).