JOB SUMMARY: Responsible for the resolution of remote and onsite support requests, planning and implementation of technology hardware and software, and serving as an escalation point for complex help desk issues.

POSITION RESPONSIBILITIES:

Technical:

•Create and follow detailed processes to deliver consistent results

•Provide advanced support of Microsoft’s core business applications Azure, M365, Office, etc.

•Implement, support, and manage Microsoft and VMWare operating systems

• Provide advanced support and design of Active Directory users and structures: OUs, sites, GPOs, trust relationships, etc.

•Implement, support, and manage disaster recovery solutions

•Provide advanced configuration and support of network infrastructure technologies: WAN and LAN connectivity, routers, firewalls, VPN, RDS, and security

•Monitor system alerts and notifications through RMM tool, and respond accordingly through service tickets

•Provide support for all types of end user devices

•Implement, support, and manage IP telephony solutions

•Provide after-hours support per scheduled on call rotation

•Become the subject matter expert in assigned technology

Operational:

•Act as technical resource for projects

•Escalate and schedule service tickets that require higher level or vendor support

•Mentor service team members

•Thoroughly document tickets on a real-time basis

•Consistently exceed defined Service Level Agreements

•Ensure Ticketing Quality Assurance through proper ticket documentation

•Document internal processes and procedures related to duties and responsibilities

QUALIFICATIONS/SKILLS:

•Strong verbal and written communications skills

•Strong technical diagnostic skills

•Ability to multi-task, adapt to changes quickly, overcome hurdles, and respond with a high sense of urgency

•Technical awareness: ability to match resources to technical issues appropriately.

•Understanding of technical support tools and techniques used to provide IT services

•Typing skills to ensure quick and accurate entry of service request details.

•Self-motivated with the ability to work in a fast-moving environment

CREDENTIALS AND EXPERIENCE:

Minimum 4 years System and Network Administration experience

2 years of experience with virtualization technologies

WatchGuard Advanced Certification or completion within 3 months of employment

Microsoft advance certification or completion within 6 months of employment

Bachelor's degree in computer science or related field preferred