Summary:
The Support Technician will provide IT support and manage day-to-day IT operations and related projects for multiple clients by actively resolving escalated end user requests within established SLAs and handle problem resolution.
Responsibilities:
- Answer, troubleshoot, resolve and/or escalate support tickets following the guidelines and procedures
- Continuously monitor client infrastructure for alarms, issues, etc.
- Troubleshoot various issues such as internal questions/requests raised (Password request, ticket investigation, researching vendor position), client issues or questions
- Properly gather information and document all trouble tickets in the RMM as outlined by the department policies and procedures
- Responsible for escalating non-routine technology issues to the appropriate help desk staff member for resolution or further escalation
- Configure, support and deploy end user devices such as computers, printers, A/V systems, etc.
Qualifications:
- 4+ years’ experience in a similar support role
- Experience supporting Active Directory, Exchange, System Center, and Office 365 environments
- Experience with Office 365 implementations to include Exchange Online migrations
- Experience with RMM and PSA tools (ConnectWise, LabTech, Kaseya, N-Able, or related software)