Tier 1 Helpdesk Support Technician

This is a remote position.

SUMMARY

As a Tier I (T1) Support Engineer your position will provide technical support to clients by researching and answering technical questions troubleshooting issues maintaining servers and LAN performance while maximizing their system capabilities. Additionally the position will be responsible for understanding the technical and functional requirements of new and existing clients and making appropriate recommendations to maintain business continuity.

The T1 must be able to look at simple and complex networks environments to troubleshoot any number of problems including but not limited to firewall issues Windows Active Directory complexities domain namespace blacklisting printer issues email delivery problems backup issues virtualized system errors various compliance issues and other problems. In addition a T1 must be able to analyze existing and future client needs and review technical alternatives with the entire client base to determine the impact on their environment while maintaining a clients security and if applicable compliance needs.

JOB RESPONSIBILITIES

• IT support relating to technical issues involving Microsoft s core business applications.
  
• Support services for Microsoftrelated technologies: Windows 7 Windows 10 Windows Server Exchange O365 Active Directory etc.
  
• Ability to configure and troubleshoot network equipment including routers switches and firewalls.
  
• Provisioning and installation of hardware and software as they relate to user workstations servers and other ITbased appliances etc.
  
• Remote access solution implementation and support: VPN Terminal Services and Citrix.
  
• Working knowledge of VMware ability to provision and troubleshoot.
  
• Communication with customers as required: keeping them informed of incident progress notifying them of impending changes or agreed outages.
  
• Escalate service issues that cannot be completed within agreed service levels.
  
• Develop indepth knowledge of the service catalog and how it relates to customers needs.
  
• Understand processes in ConnectWise by completing assigned training materials.
  
• Enter all work as service tickets into the Ticketing System.
  
• Review IT publications and online materials to remain updated with current and future technologies emerging in the industry.
  
• VMware networking and firewall knowledge.
  
• Interpersonal skills: such as telephony skills communication skills active listening and customer care.
  
• Problemsolving troubleshooting and diagnosis skills of technical issues.
  
• Ability to multitask and adapt to changes quickly including reprioritizing assignments.
  
• Technical awareness: ability to match resources to technical issues appropriately.
  
• Understanding of support tools techniques and how technology is used to provide IT services.
  
• Selfmotivated with the ability to work in a fastmoving environment.
  

QUALIFICATIONS

• Customercentric.
  
• 7 years of experience as a helpdesk tech in a customer facing role.
  
• Must have MSP experience of no less than 4 years.
  
• Proficiency in ConnectWise Manage is mandatory.
  
• Ability to troubleshoot issues and/or assist in T1 problemsolving.
  
• Strong analytical and communication skills are a must.
  
• Versed in:
  

• Basic Server Configuration Methods including Standalone and Virtualized Environments.
  
• Support of WAN and LAN networks.
  
• Backups.
  
• Email Systems.
  
• Disaster Recovery.
  
• Business Continuity Planning.
  
• Desktop Configuration.
  
• Compliance / Risk.
  

• Perform troubleshooting analysis of servers workstations and associated systems.
  
• Document resolution for future reference.
  
• Monitor system performance and keep customers informed of incident progress impending changes or agreed outages.
  
• Experience in Active Directory Group Policy share permissions Exchange email accounts and antivirus.
  
• Ability to selfstart selfschedule and complete tasks with minimal directives.
  
• Willingness to follow company policy and adhere to standard practices involving documentation.
  
• Must have a pleasant personality a teamwork type attitude and the ability to explain complex technology simply to customers.
  
• Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
  
• Server Maintenance and support for clients.
  
• Network Maintenance and support for clients.
  
• Identifies researches and resolves technical problems.
  
• Responds to telephone calls emails and tickets for technical support.
  
• Communication with customers as required: keeping them informed of incident progress notifying them of impending changes or agreed outages.
  
• Documents tracks and monitors the problem to ensure a timely resolution.
  
• Participate in discovery sessions with prospects and customers to gather and understand their technical and functional requirements.
  
• Be available for oncall support when scheduled.
  

JOB REQUIREMENTS

• Should be willing to accept a longterm workfromhome arrangement.
  
• Should be amenable to a permanent night shift schedule.