Working Schedule: Monday – Friday, 8:00 am – 5:00 pm Mountain Standard Time

The expertise and skills required for this position are:

Responsible for remote service and support needs for our customers.

• This relates to all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.
• IT support relating to technical issues involving Microsoft’s core business applications, as well as virtual environments built on Microsoft Virtual Environments
• Support services for Microsoft-related technologies: Windows Server, Microsoft 365, SQL, SharePoint, etc.
• Technical services and support at the network level: WAN and LAN connectivity, firewalls, and security.
• Remote access solution implementation and support: VPN and Terminal Services.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
• Strong interpersonal skills which include a calm and welcoming telephone manner, active listening and customer care is a must.
• Strong skills in documentation and organization of details
• Excellent time management skills
• Ability to multi-task and adapt to change.
• Self-motivated and can work with little supervision.
• Ability to work with a team of individuals in various tiers of support and management.
• Willingness to develop professionally.

Technical expertise required:

• Solid working knowledge of Windows Servers, Networking, Virtualization, Security, Email services, Storage technologies, and a variety of Business applications
• Printer troubleshooting
• General server access and permissions
• Server implementation, maintenance, and management
• Configuration and implementation of Remote Desktop Service
• Knowledge of desktop applications including Microsoft Office and basic accounting software
• Develop in-depth knowledge of the service catalog and how it relates to customers’ needs.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses as they occur.
• Work through a daily schedule that has been established through the dispatch process.
• Enter all work and time as service requests.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Educational or previous experience required:

• Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, SonicWall CSSA
• A+ Certification is preferred.
• NET+ Certification is preferred.
• Experience managing & working with the following technologies is preferred:
  o Windows OS
  o M365
  o Windows Server (2003-Present)
  o Active Directory Management (Azure AD Sync)
  o DHCP
  o DNS
  o Remote Desktop Services
• 3+ years experience in computer network management is required
• 2+ years of experience supporting end users and server infrastructure in a business environment • 2+ years experience with virtualization technologies
• Experience in managing end-client networks is preferred
• Microsoft Exchange configuration and troubleshooting
• Firewall/router configuration
• Hyper-V knowledge • Windows Server • GPOs • Routing and Switching • VPNs • Virus and Security • TCP/IP

The key tasks and responsibilities for this position include:

• Troubleshoot and resolve end-user issues.
• Provide consistent communication and updates.
• Coordinate customer support with the team, Service Coordinator, and Service Manager
• Monitor and review alerts.
• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service issues that cannot be completed within agreed service levels.
• Triaging Tickets and Dispatching when necessary
• Assist with Client-Focused Projects as needed.

Benefits:

13th Month Pay
HMO & SSS payment on top of the salary (After 90-day probationary period)
Personal Time Off (After 90-day probationary period)