Duties & Responsibilities:
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Serve as the first point of contact for customers seeking technical assistance
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Complete IT support calls and assigned projects in a timely and efficient manner, ensuring constant communication with internal and external stakeholders
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Perform remote troubleshooting through diagnostic techniques and pertinent questions
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Mastering and keeping current on our RMM Platform.
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Respond to alerts from managed M365 environments
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Direct unresolved issues to the next level of support
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Review daily customer back-ups and monitor notifications.
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Follow-up and update customer status and information
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Pass any feedback or suggestions by customers to the appropriate internal team
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Prioritize tasks to adhere to Service Level Agreements and available resources
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Provide accurate and timely feedback on potential client issues
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Create and maintain comprehensive documentation for all managed networks
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Obtain and maintain required certifications with key vendors
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Working knowledge of Microsoft Applications including M365
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Minimum 2 years experience in computer technologies
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Experience with an IT RMM platform as well as Back-up technologies
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Excellent written and oral communication skills with attention to detail in documenting all actions taken in delivering service that exceeds customer’s expectations.
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Valid drivers license
The successful applicant will enjoy and thrive in a challenging environment while utilizing a wide variety of technologies to solve real business problems. Group Health Benefits are also provided.