Relocation Assistance: No This position is primarily responsible for Level 2 service and support for our customers. This relates to all technology, to include: workstations, servers, printers, networks, cloud, and vendor specific hardware and software. ESSENTIAL DUTIES AND RESPONSIBILITIES IT support relating to installing, maintaining, troubleshooting Microsoft Operating Systems on Servers (SBS, Essentials, Exchange, Terminal Services), Desktops, Notebooks, Netbooks Azure IT support relating to applications; i,e, MS Office, QuickBooks, Mail client apps, Adobe, Java, Quicken, Browsers Office365 IT support relating to various devices; Printers, Scanners, Routers, Smart phones, Voip phones, UPS's, VOIP Implement and support disaster recovery solutions, security solutions, collaborative solutions, remote access/sync solutions using Acronis, OneDrive, Mozy, Carbonite DropBox Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security, DNS, Domain hosting, Web Hosting Remote access solution implementation and support: VPN, Terminal Services, LabTech, Team Viewer, LogMeIn, RDP System documentation to include system reviews and recommendations Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages ADDITIONAL DUTIES AND RESPONSIBILITIES Improve customer service, perception, and satisfaction Ability to work in a team and communicate effectively Escalation of service issues that cannot be completed within agreed service levels Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals Develop in-depth knowledge of the service catalog and how it relates to customer's needs Document internal processes and procedures related to duties and responsibilities Responsible for Real-time entering of time, materials and expenses in ConnectWise as it occurs Manage and work through schedules in ConnectWise that have been established through the dispatch process Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry KNOWLEDGE, SKILLS, AND/OR ABILITIES REQUIRED To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 7 plus years of applicable experience in positions of increasing responsibility preferred Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, SonicWall CSSA Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care Diagnosis skills of complex and/or escalated technical issues Ability to multi-task and adapt to changes quickly Technical awareness: ability to match resources to technical issues appropriately Service awareness of all organizational key IT services for which support is being provided Understanding of support tools, techniques, and how technology is used to provide IT services Typing skills to ensure quick and accurate entry of service request details Associated topics: equipment, ip, maintain, maintenance, network, satcom, system engineer, system specialist, system technician, technician
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.