This is a 100% remote position working for a California MSP. Hours you must be available are M-F 8:30 AM – 5:30 PM Pacific Standard Time with occasional on-call needs.
In the Tier III MSP Service Desk role you will contribute to the overall support and operation of our client’s IT systems and the overall success of their companies.
To be happy and successful in this potion you must be a talented, intelligent, detail oriented and driven individual who enjoys working as part of a faced-paced highly skilled technical team.
You will play a critical role in supporting our growth by delivering best in class service and technical expertise to our clients.
Outcomes (What success looks like):
95%+ of the time you receive You Rock! (our best rating) on client service surveys
100% of the time entering of documentation/notes done as close to real-time for all the work that you do.
Respond to all new client service requests within our internal SLA time frame. You will then be taking and resolving tickets for yourself and escalating if needed.
Escalate less than 10% of your tickets
Qualifications:
You must have 4+ years experience providing IT support in an MSP environment with the following technologies:
Experience working on a technical support team, at a tier 3 level
Ability to diagnose and fix complex hardware and software issues for desktops, servers, cloud services, and networks.
Microsoft desktop systems
Microsoft server systems
Supporting and troubleshooting Microsoft Office applications
Active Directory administration and troubleshooting
Remote access solutions (VPN, Terminal Services)
Networking- IP Addressing/subnets/default gateways, TCP/IP, NAT, DNS, DHCP, SMTP routing
Mobile computing including tablets and mobile devices.
Exchange/O365 Administration and troubleshooting including mailbox creation/deletion, the ability to troubleshoot mail flow, queues, inbound/outbound delivery, shared mailboxes for Office 365
Office 365 – setting up users, MFA, Azure AD Connect, licensing
HyperV Administration
Experience with the following will make you an ideal candidate:
Connectwise Manage
Connectwise Automate (Labtech)
Connectwise Control
ITGlue
Mac OS
Your Home Office Requirements:
Private home office workspace or ability to work remotely in a private area
High Speed Internet (Home Office)
Cell Phone
APPLY FOR THIS JOB:
Company: The Frequent Speaker
Name: David Jordan
Email: