Descripción del trabajo
Employer : MSP company based in USA
Remote Work Setup
Working Schedule : Monday-Friday, 8 : 00AM - 5 : 00PM Pacific Standard Time
Responsibilities :
* Responsible for remote service and support needs for our customers, relating to all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.
* IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft Virtual Environments.
* Support services for Microsoft-related technologies : Windows Server, Microsoft 365, SharePoint, etc.
* Technical services and support at the network level : WAN and LAN connectivity, firewalls, and security.
* Remote access solution implementation and support : VPN and Terminal Services.
* Solid working knowledge of Windows Servers, Networking, Virtualization, Security, Email services, Storage technologies, and a variety of Business applications.
* Printer troubleshooting and general server access and permissions.
* Experience working in Active Directory (Add / Remove / Change Users, User Attributes, OUs, Groups, and Devices).
* Understanding of TCP / IP, DNS, and troubleshooting Internet connectivity.
* Working knowledge of security fundamentals : endpoint protection, MFA, phishing, threat management, etc.
* Server implementation, maintenance, and management.
* Configuration and implementation of Remote Desktop Service.
* Communication with customers as required : keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
* Strong interpersonal skills, including a calm and welcoming telephone manner, active listening, and customer care.
* Strong skills in documentation and organization of details.
* Excellent time management skills and ability to multi-task and adapt to change.
* Self-motivated and able to work with little supervision.
* Ability to work with a team of individuals in various tiers of support and management.
Minimum Requirements :
* Experience required with Windows desktop operating systems.
* An understanding of Microsoft 365 administration with experience supporting complex environments.
* Understanding of Azure AD and related technologies.
* Familiarity with email security best practices.
* Advanced knowledge and understanding of networking (TCP / IP, experience with routers and firewalls, DNS services, Wireless (WiFi) Technologies).
* Experience managing & working with the following technologies is preferred : Windows OS, M365, Windows Server (2003-Present), Active Directory Management (Azure AD Sync), DHCP, DNS, Remote Desktop Services.
* 3+ years experience in computer network management is required.
* Minimum 2 years experience in Server Hardware Technologies (CPU / RAID / SCSI) Support.
* Minimum 2 years experience in Data Backup and Recovery Support, Corporate Antivirus.
* Microsoft Exchange configuration and troubleshooting.
* Firewall / router configuration.
* Hyper-V knowledge.
* Windows Server, GPOs, Routing and Switching, VPNs, Virus and Security, TCP / IP.
* Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, SonicWall CSSA.
* A+ Certification is preferred.
* NET+ Certification is preferred.
Key Tasks :
* Troubleshoot and resolve end-user issues.
* Provide consistent communication and updates.
* Coordinate customer support with the team, Service Coordinator, and Service Manager.
* Monitor and review alerts.
* Improve customer service, perception, and satisfaction.
* Ability to work in a team and communicate effectively.
* Escalate service issues that cannot be completed within agreed service levels.
Benefits :
* 13th Month Pay
* HMO & Gov't. Contribution Allowance on top of the salary (After a 90-day probationary period)
* Personal Time Off (After a 90-day probationary period)
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