This position will provide Client support for all desktop and server related issues via telephone and/or a remote location. In addition to staying abreast of industry trends and best practices, you will provide technical assistant to computer system users including problem assessment/resolution and software and hardware installation and configuration, when necessary. Our ideal candidate will be a solution-oriented administrator who can thrive in a fast-paced, sometimes stressful environment while maintaining a professional and composed demeanor. S/he will utilize their exceptional active listening, critical thinking and communication skills to resolve Client issues while promoting our brand as a client-centric, full-service technology provider.
Answer user inquiries regarding computer software and/or hardware operations to resolve client issues.
Troubleshoot Tier 1 3 issues, including Active Directory, Office 365 / Exchange & BES Server and DNS related issues.
Resolve Client issues with Desktop, Systems, Networking issues.
Systems Administration & Engineering. Projects as needed (usually server config, updates, patches, etc).
Manually log all phone calls made to the Service Desk, ensuring that all issues are captured in the Service Desk software.
Perform analytical, technical and administrative work in the planning, design, and installation of new or existing processor based computer systems in a complex technical environment involving multiple computing platforms/technologies.
Adhere to departmental procedures to ensure clients are kept well informed of ticket status and product availability in order to manage client expectation and ensure overall client satisfaction.
Perform other duties as assigned.
5+ years in a Client- interfacing Service Desk/Systems Administrator role, providing level 1 to 3 support to end-users.
Superior troubleshooting abilities enabling quick determination and resolution of software and hardware issues.
Superb customer service skills. Able to patiently and effectively work with stressed and difficult users effectively solve their IT issues while remaining calm, cool, and professional. This is what separates us from the rest!
Financial Service or MSP experience preferred.
Windows Desktop & Server, Exchange, Office 365, AD, GPO
VMWare or Hyper-V, AWS or Azure
Routers, Switches, Firewalls, UC/VOIP. Cisco, Juniper, SonicWall, Meraki, etc.
Active Sync, Remote VPN Software, Disaster Recovery, and/or Anti-Virus