Responsibilities
- Field telephone calls, email and chat communications and support tickets regarding computer hardware and software issues.
- Monitoring of IT Infrastructure such as network, server, and application performance using various monitoring tools.
- Identify, diagnose, and resolve issues promptly. Escalate critical issues to appropriate teams if/when necessary.
- Ability to shift focus and priorities based on current needs or issues.
- Perform scheduled maintenance tasks, such as system updates, backups, backup testing, and patch management.
- Monitor and respond to security alerts, ensuring that the company and customers IT environments remain secure.
- Ask effective questions, use knowledge, experience, vendor or internal documentation, and internet research to diagnose problems and determine viable solutions.
- Coordinate with on-call engineers, vendors, and other teams as needed to resolve complex issues.
- Provide timely updates to stakeholders regarding the status of ongoing incidents and scheduled maintenance activities.
- Document and manage incidents through the ticketing system, ensuring all issues are logged, tracked, and handled in a timely manner.
- Maintain and update operational documentation, including passwords, procedures, incident reports, and configurations.
- Rely on established guidelines instructions and experience to perform daily job functions.
- Identify areas for improvement in operations and suggest enhancements to increase efficiency and reliability.
- Reinforce image and professionalism of the company’s services team and the organization.
- Perform other duties as assigned or otherwise identified.
Qualifications
- Highly proficient with Microsoft Desktops and related software (Office, Teams, etc.)
- Proficient with Virtualization technologies (VMWare, Hyper-V)
- Proficient with RMM applications (ConnectWise Automate, Datto RMM, Atera, NinjaOne)
- Proficient with Microsoft Servers and related software (AD, DNS, and Microsoft 365).
- Proficient with basic network troubleshooting and topologies (DNS, DHCP, TCP/IP, VPN, etc.)
- Proficient with Backup technologies (Acronis, Axcient, Datto, Veeam, etc.)
- Strong internet research skills to identify viable solutions and credible sources for troubleshooting and problem resolution.
- Ability to maintains a professional, pleasant, and patient attitude in all interactions, fostering a positive environment for clients and colleagues.
- Committed to delivering exceptional customer service while effectively working independently with minimal supervision.
- Effective communication skills across phone, chat, and email platforms, facilitating clear and concise information exchange.
- Demonstrates sound judgment and maturity, providing informed guidance to peers and assisting in decision-making processes.
- Adaptable to changing priorities, capable of managing multiple tasks simultaneously, and possesses strong attention to detail to ensure quality outcomes.
- Skilled in adjusting focus and priorities throughout the workday to address urgent issues and meet varying demands.
- Consistent attendance and punctuality, ensuring reliability and accountability in the workplace.
- Able to effectively handle stress and pressure associated with job duties, maintaining composure and productivity in a fast-paced environment.
Screening Criteria
- Bachelor’s degree in information technology, computer science, or a related field.
- At least three (3) to five (5) years of experience in a Service Desk or NOC support role.
- Must have a stable employment history.
