Address~ Service Desk Support Engineer ~
Our Microsoft Gold Partner MSP is seeking an up-and-coming IT professional to join their team with potential for career growth and development. This role focuses on providing first-class proactive and reactive support to customers' IT infrastructure & operations. Do you have desire to learn and develop technical and customer service skills. Join a dynamic team and advance your IT career here!
Key Responsibilities:
- Assist the Service Desk and manage customer expectations
- Provide technical assistance via phone and email
- Travel to customer sites for technical support
- Respond to escalations as needed
- Fulfill service requests within SLAs
- Participate in customer meetings to provide project updates
- Assist the sales team with technical pre-sales for cloud offerings
- Administer Cloud Services Infrastructure and on-premise infrastructure
- Document all activities in the case management tool
- Monitor and action alarms from automated management systems
- Assist with special projects as assigned by management
- Ability to work autonomously
- Excellent written and verbal communication skills
- Previous customer support experience in a complex environment
- Strong troubleshooting and analytical skills
- Experience with a Managed Service Provider is highly regarded
- Experience managing Microsoft Office365 and Azure
- Experience supporting Windows desktop environments (Windows 7, 8, 10)
- Experience troubleshooting internet, router, and Wi-Fi issues
- Experience in configuration and administration of Windows Servers
- Experience in configuration and administration of Active Directory domains
- Ability to work in a fast-paced environment
- Familiarity with the ITIL framework is highly regarded
- Current Microsoft certifications are highly regarded
- Networking skills are highly regarded
