Don’t Think About IT. That’s Our Job.
Responsible for providing technical support and maintenance of computer desktops, servers, related networking devices and associated peripherals for both cloud-hosted and on-premises systems. Resolve customer reported problems, install hardware and software, and provide general IT support services for Client and corporate reported problems.
Additional tasks include end user support, solution design, product evaluations, systems maintenance, upgrades and configurations (hardware and software), project deployment, and systems integrations. Advise and guide on “best-practice” as it pertains to monitoring systems health, network security, event alerting, and ensuring the corporate systems support tools are fully engaged. Respond to critical systems outages, advise on resolution for complex or systemic related issues. Preform systems monitor customer networks, perform general maintenance activities, research/validation of device updates prior to approvals and function as the escalation resource for the overall engineering team. Must be able to work in a highly dynamic environment, either individually or as part of a team. Responsible for phone support of network-based activities, installation and resolution of client related problems remotely.
Additional emphasis on Windows Server based applications, switching, routing, firewalls, VoIP, and systems interconnectivity both local and WAN based.
General Duties
- Provide helpdesk support and resolve problems with a positive customer experience
- Monitor and respond quickly and effectively to requests received through the IT helpdesk
- Respond to scheduled service tickets, update, resolve, and adapt to adjusted service schedules for customer priority and emergency tickets.
- Recommending corporate standards and following established change control oversight, modify system configurations, utilities, software, and hardware settings for assigned service ticket devices.
- Record all support activities, progress, actions, and status tasks within the ConnectWise ticketing system. Provide clear and detailed closure comments for customer review.
- Assist with the onboarding (new agreement engagement) of new users, systems and develop technically focused repeatable processes.
- Install, test and configure new network systems (all corporate technologies).
- Ensure the engineering team follows best practice for overall systems management, user assignment, systems additions to hosted or managed networks and devices.
- Perform timely systems hardware and software upgrades, patches, updates as required
- Be available for after-hours systems escalations and outage assistance from engineering team.
- Document “unique to customer” or “systemic problem” resolution activities for future staff reference.
- Perform technical review or evaluations of new or existing products or software as assigned.
- Engage in Microsoft Windows Server, Exchange, and SQL installation, support, and troubleshooting
- Mentor the engineering team regarding core technology skills required for CIO managed customer networks.
- Customer and Corporate internal data backup services, response, troubleshooting, and validation of data.
Skills
- Cisco Routing and Switching, Command Line Interface, Enterprise Solution Development and Support.
- Firewall functionality, security design, policy, and implementation.
- VoIP systems, Installation, and support.
- VMWare Virtualization systems, setup, configuration, and support
- Mentoring staff in “Best Practice”, guiding, and training on supported corporate technologies.
- Microsoft Windows Server (most current 3 versions), Server Operations and Domain Support
- Microsoft Exchange Server (most current 3 versions), Server Operations and User Support
- Microsoft SQL Server (most current 3 versions), Server Operations
- Network Switching, VLAN configurations, Layer 2/3
- Strong skill with networking and server protocols such as TCP/IP, SNMP, DNS
- Microsoft Windows professional version desktop operating systems (most current 3 versions)
- Microsoft Office applications (most current 3 versions)
- Microsoft business application products (Lync, Skype, Visio, 365, etc.)
- Windows Server Active Directory user support
- Network Printer/Scanner setup and support
- Citrix XenApp remote desktop services, installation, configuration, troubleshooting end-end access
- Internet Explorer/Chrome, support of multiple browsers
- ConnectWise/LabTech/PRTG
- Systems Hardware (all supported platforms, staging, component install, configuration)
- Experience in Cisco IOS, QOS, OS, MQC, IP SLA Monitor commands and features
- Microsoft Server based systems (Windows, Exchange, SQL), migration, version upgrades, and domain migrations.
- Firewall functionality, UTM setup/configuration, Tunnel setup, alerting and reporting activities.
- Storage Systems (SAN, NAS, ISCSI) based platforms.
Performance Goals
- Meet or exceed individual service delivery SLA (Service Level Attainment) requirements by month an annual statistical goals for service ticket response and resolution targets
- Meet or exceed individual service delivery customer survey response rates and ratings by month an annual statistical goals
- Meet or exceed “on-call” escalation SLA within target response times, escalation, ticket creation, an time recording
- Maintain accurate daily time-sheet start/end time entries and submit time sheet by the weekly deadline
- Assigned corporate infrastructure systems are properly maintained, patched, updated, backed-up, and
Education Requirements
- 6 years of IT support experience within a MSP (Managed Services Environment)
- 2 year (AS) degree in Computer Technology, similar degree or experience
- CompTIP A+, Network +, Security Plus, similar certification or experience
- Microsoft, Cisco, VMWare (or other key vendor/manufacturer specific technical certifications)
- Solutions Design Architect certification or experience in a related corporate technology field.
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities required of individuals so classified. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
