Cloud MSP IT Help Desk Support

About the role

At 360 Networks, we are a fast-growing, collaborative team where your skills are valued, your ideas make an impact, and your work directly drives client success.

Responsibilities

• Understand and solve customer technical problems over the phone or in-person as needs warrant.
• Conduct analysis and troubleshooting via telephone, email and remote control for customer accounts in a timely fashion.
• Monitor and troubleshoot backup or other regularly scheduled client work.
• Work within a ticketing system to track and escalate customer problems.
• Maintain a positive phone demeanor and ensure customer satisfaction.
• Perform remote maintenance as needed.
• Demonstrate competency in products and services as offered by the company such as Microsoft Office 365, Entra, Intune, FortiGate and Meraki Firewalls, and others.
• Spot themes and proactively work to solve them.

Requirements

• Good working knowledge of basic LAN network.
• Experience with access control.
• Experience with surveillance cameras.
• Experience with setup of network switches and routers.
• Must have your own basic tools.
• Create and maintain documentation on a consistent basis with multiple different networks.
• Work as part of a team to support users.
• Configure basic IT equipment such as IP Cameras, NVR, FortiGate and Meraki Firewalls, VOIP Phones, Managed Switches, and Access Points.
• Thorough knowledge of common end-user software: Microsoft, Apple, Adobe, web browsers, email, etc.
• Experience supporting an environment of Windows and Mac computers.
• Ability to work with different types of software and applications, troubleshoot IT hardware, and test and fix network wiring.
• Excellent verbal and written communication skills for communicating with end users and upper management.
• Must be able to maintain confidentiality.
• Candidate should feel comfortable in taking initiative and taking direction from colleagues.

Qualifications

• Preferred Experience in Information and Technology.
• Preferred Experience in entry level networking and system applications.
• Preferred Comp TIA A+ Certification and Comp TIA Network + Certification.

Benefits

• Healthcare You Can Count On: We offer Horizon Blue Cross Blue Shield of New Jersey medical coverage with a low $1,500 deductible — real protection that helps keep medical costs down and protects you and your family.
• 401(k) You’ll Want to Use: Secure your future with our Fidelity Investments 401(k) plan with up to a 4% employer match — we help you build retirement savings, not just pay your bills.
• Paid time off + professional development assistance means you recharge, level up your skills, and avoid burnout — because great talent thrives when supported.