The Role:

You will help customers with IT-related end-user support situations and drive the adoption of new technologies remotely or on location.

Are you passionate about helping people solve IT problems? Love being a part of an exciting and innovative environment? Bosscat is looking for driven IT Support Specialists with the grit and energy to help us grow in an MSP start-up environment wearing many hats. The ideal candidate will be experienced in an IT Support consulting or MSP Help Desk environment while maintaining excellent communications, technical support, technical growth, and ticket lifecycle management.

Job Duties:

• The ideal candidate will be experienced in an IT Support consulting or MSP Help Desk environment while maintaining excellent communications, technical support, technical growth, and ticket lifecycle management
• You will help internal & external customers with IT-related end-user support situations and drive the adoption of new technologies remotely or on location
• Coordinate and perform remote or client office fixes at the desktop/account level, including troubleshooting, installing/configuring software, account access, and all other tech service requests
• Remotely troubleshoot end-user Service Desk needs for our client offices.
• Resolve Level 1 issues with desktops, networks, AD, servers, cloud services, SaaS, permissions, access requests, connectivity issues, hardware failures, etc
• Manage and own the multi-channel tickets to ensure a successful resolution to all assigned tickets
• Communicate with all stakeholders during the ticket lifecycle and escalate as necessaryCreate and maintain a knowledge base/documentation of client processes, network diagrams, and support processes in collaboration with the senior SMEs
• Perform technology troubleshooting, decommissions, implementations, and other IT related hardware or software support tasks if required
• Keep current on the latest technical certifications, technologies innovations, and assist to determine the best investments for the business and our clients
• Create a positive experience for our customers and staff in every engagement but most importantly, have a fun time while doing great work
• The path to success in this role will include a passion for helping people in need, the ability to multitask, collaborate, work with a team, attention to detail, end-to-end ticket ownership, and technical competencies in end-user technologies
• Define the best practice processes, research, and develop the next generation tools to achieve efficiency while making our lives easier
• Create and maintain knowledge base/documentation of processes, network diagrams, and support processes in collaboration with the Level 2 & Level 3 experts
• Problem-solve and communicate technical information to non-technical end-users across various industries

What you Bring to the Table:

• 3 years of corporate setting Windows, Mac or Linux Operating systems support experience
• 2 years of supporting and maintaining a corporate network environment experience
• Experience supporting video conference and teleconference equipment
• You also must have in-depth customer service experience, incident management, customer resolution skills, and a pleasant persona over the phone or video
• Team player with a strong work ethic operating with a sense of urgency and understanding
• Salesforce admin experience is a huge plus
• Experience with ITIL, incident management, ticket resolution, and problem management
• Ability to utilize multiple resources to determine root causes and resolutions of technology problems and incidents
• Must be authorized to work for any U.S. employer