Overview
Skills
Job Details
The position will primarily support clients by phone and email, most often resolving client issues through direct access to end user devices and client servers. This position will be involved with networking, firewall and VPN troubleshooting, server and workstation connectivity issues, system monitoring (server, desktop, and networking), Windows Servers (IIS, Exchange, Active Directory, etc.), backup and restore work, cloud administration (Microsoft 365, Google, Dropbox, etc.) and PC support. This position works in our Rochester office with some flexibility of working at home at times. The shift schedule is 10AM – 7PM, on-site.
Key Responsibilities:
Primary day-to-day: Work as part of the support team, handling incoming issues via phone, email, chat.
- Provide advanced technical support for clients’ IT infrastructure, including Microsoft 365, Palo Alto, Juniper, Windows Server, Windosw desktop, and Apple/Mac.
- Troubleshoot intermediate to advanced issues and provide resolution to Level 1 technicians.
- Mentor and guide Level 1 technicians, providing training and support as needed.
- Serve as an escalation point for issues that cannot be resolved by Level 1 technicians.
- Communicate by phone, email, and chat with a friendly and professional demeanor.
- Provide excellent customer service, ensuring that clients are satisfied with the resolution of their IT issues.
- Create and update tickets in AutoTask PSA to maintain accurate documentation of client issues and resolutions.
- Access and support client machines using Datto RMM and other remote access products; use automation for client administration.
- Coordinate and participate in meetings with technical vendors on support issues.
- Create and update client documentation.
- Assist with various projects as experience and availability allow.
- Assist with the creation of process and procedure documentation.
- Participate in an on-call rotation (approx. one week/two months) to provide 24x7x365 emergency support to our clients.
- Other duties as assigned.
Qualifications and Abilities:
- At least two years prior experience working on a service desk/help desk team using a ticketing system.
- Strong critical thinking and organizational skills with attention to detail. Ability to troubleshoot complex technical issues.
- Exceptional client relations skills in listening, being empathetic, verbal and written communication.
- Bachelor’s degree in information technology (or related field) or comparable experience.
- Ability to remotely support clients.
- Two to three years’ experience supporting Windows servers, including Active Directory, File and Storage Services, and Remote Desktop Services.
- Experience installing and supporting Windows desktop environments, printers, etc.
- Experience with the configuration of Outlook plus email clients via Exchange, IMAP, SMTP.
- Strong understanding of TCP/IP, DNS, DHCP, wireless networking technologies, and internet connectivity troubleshooting abilities.
- Solid understanding of data backup and recovery practices.
- Ability to work independently.
- Ability to prioritize and manage multiple competing priorities simultaneously, often independently.
- Ability to mentor and guide Level 1 technicians.
Additional Abilities (Preferred):
- Knowledge of Apple devices (iMacs, MacBook’s, iPhones) and operating systems (Mac OS, iOS).
- Experience with MS SQL Server (2008 and up).
- Applicable certifications such as: Network+, MCP, Palo Alto, Juniper, etc.
- Prior experience with Managed Service Provider technologies.
This is a full-time non-exempt position plus OT with additional incentive. If you are a highly skilled Level 2 technician with experience in Microsoft 365, Windows, Apple/Mac, and business- or enterprise-class networking, and are looking for a challenging and rewarding career with an MSP, we encourage you to apply for this exciting opportunity.