IT Support Services II-Quick Fix

Key Responsibilities

• Resolve support tickets from contract customers and assist in scheduling tickets for the team.
• Work in a team environment with other engineers, technicians, and non-technical staff of varying experience.
• Provide troubleshooting, desktop support, networking, public cloud, and customer service skills within a 30-minute timeframe.
• Support local clients on location with various configurations of the Microsoft platform, focusing on the Microsoft Suite such as Office 365, Microsoft 365, and Azure.
• Engage with customers and build relationships with supported users.
• Determine the level of urgency and priority of incoming customer tickets.
• Assess tickets, assign them to the appropriate engineers, and assist with escalations as needed.
• Document tickets well for escalation and documentation purposes.
• Make outbound calls and emails to schedule service appointments.
• Actively assist with updating and improving all documented processes related to Help Desk and Dispatch.
• Maintain compliance with all company policies and procedures.
• Answer phone calls and triage issues.

Key Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 2+ years of experience in IT support or system administration, preferably in a corporate environment.
• Strong knowledge of operating systems (e.g., Windows Server, Linux, macOS) and enterprise applications.
• Experience with networking concepts, including TCP/IP, DNS, DHCP, and VPN configurations.
• Familiarity with helpdesk and ticketing systems (e.g., ConnectWise ServiceNow, JIRA, Zendesk).
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.

Preferred Experience

• Experience with ConnectWise.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE), MS-900.
• Experience with cloud services (e.g., AWS, Azure) and virtualization technologies (e.g., VMware, Hyper-V).
• Knowledge of IT security practices and data protection regulations.