Level 1-2 Support Technician

3 days ago

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51 - 200 employees

🎯 Recruitment

👥 HR Tech

☁️ SaaS

Description

• Provide extraordinary customer service and support on incoming calls and escalated tickets, and ensure a timely and solid resolution of their issues, making use of remote tools and diagnostic utilities. • Organize incident priorities to make sure SLAs are met. • Configure and/or install hardware and software components. • Manage antivirus software and keep definitions updated. • Use Active Directory, File & Print services, DNS and DHCP for server administration. • Run preventative maintenance. • Supply and configure system for new hires. • Onboard new customers and lead network discoveries. • Assist in identifying infrastructure upgrades or projects, and propose improvement plans to clients. • Keep a tidy log with time entries and support notes using their PSA. • Keep clients updated on their projects and cases. • Update client's IT environment information in the documentation system. • Document policies and procedures. • Be a part of the on-call rotation with other Level 2 and Level 3 staff. • Keep up to date with security best practices. • Troubleshoot issues with an array of technologies.

Requirements

• 3+ years of experience as an IT Technician, preferably for an MSP (or serving multiple clients). • O365 administration. • Desktop and server operating systems (Windows 7 and 10, Server 2008, 2012, and 2016, and Mac OS). • Active Directory. • Virtualization tech such as VMWare • RMM and ticketing tools • Configuring and troubleshooting firewalls • Understanding of networking devices. • Excellent interpersonal, problem-solving, and customer service skills