ROLE AND RESPONSIBILITIES
• Act as initial escalation point from tier one technicians, to troubleshoot and resolve advanced technical issues
• Provide end user technical support as needed from tickets received by phone, email, or customer portal
• Prioritizing, troubleshooting, and escalating issues that have SLAs requirements
• Assist in identifying recurring problems, escalating if needed, and resolution
• Monitor, analyze and resolve issues in networks including firewall, router, switch, wireless, and VPN (Network Focused)
• Monitor, analyze and resolve issues in systems including workstations, servers, appliances, virtualization technology (Systems Focused)
• Demonstrate and lead intrusion prevention and response skills while leading security focused efforts on support team (Security Focused)
• Monitor and respond to alerts generated through service tickets
• Provide high quality customer service and network related technical support with an emphasis on issue resolution and quality
• Follow documented procedures and record issue resolution
• Clear and professional communication through service tickets while working through customer issues
• Virus/Malware removal
• Participate in weekly on-call rotation
• Maintain and update documentation
• Continue to improve technical knowledge through on-going training and certifications
• Other duties as required
REQUIRED SKILLS AND CERTIFICATIONS
• 3-5 years providing IT support to end users
• Advanced experience with administration of Office 365 and Office product suite
• Advanced experience with administration of Active Directory, implementing and troubleshooting Group Policy, and AD topologies
• Understanding of VoIP technologies, administration, and troubleshooting
• Knowledge of SaaS based products, and management of customer licenses
• Excellent communication skills both written and verbal
• Resourceful, and able to take initiative in a dynamic environment
• Preferred tools experience with Connectwise Manage, Automate, Microsoft Azure, LogicMonitor
• Currently hold or be willing and able to obtain the following certifications within designated timeframe after onboarding:
o ITIL Foundation
o CompTIA A+
o Microsoft Azure
o CompTIA Net+
o CCNA
o CompTIA Security+
o CySA+
o Certified Ethical Hacker
APPLY FOR THIS JOB:
Company: Single Point Global, Inc.
Name: John Kang
Email: