About the role

About the Role The Managed Service Support Specialist’s strives daily to deliver exceptional customer experience and plays an important role in our company’s success. Our technicians handle client support requests and make sure that issues are handled quickly, and the client is informed every step of the way. Candidates must be energetic and focused with a strong motivation to learn new technologies and maintenance processes. We are looking for team members with dedication, persistence, effective utilization of provided resources and the ability to deliver superior customer service. Essential Functions:

Provide Tier 2 Level IT Support relating to technical issues involving Microsoft's core business applications and operating systems
Troubleshoot and resolve incoming technical issues via phone or through our ticket system Research internal and external resources for the best solution
Advise clients as to pertinent concerns discovered in the process of serving them
Build and foster client relationships to earn their trust  Record time spent on all tasks, including troubleshooting steps, research, and remediation in the designated platform to ensure accurate reporting of labor against Managed Services client contracts
Develop and maintain an inventory of all monitors, keyboards, hard drives, printers, scanners, and other peripheral equipment
Apply diagnostic utilities to aid in troubleshooting
Create and maintain up-to-date documentation of existing and new client systems and environments
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications Evaluate documented resolutions and analyze trends for ways to prevent future problems Procure computer supplies as requested by IT management
Communicate with vendors to request service, update, and resolve open tickets
Adhere to established methods for responding to and documenting support requests

Required Experience/Education: Degree in the field of computer science and/or equivalent work experience. Practical knowledge in installing and configuring operating systems, networked and local printers, and a minimum of 2 years of industry experience, specifically supporting Microsoft based environments Required: Windows Desktop OS’s, Windows Server platforms, Active Directory, Group Policy Preferred: Exchange platforms, VLAN, VPN, HP and Meraki Network Configurations, Routing, Wireless, and FortiGate firewall solutions, SDWAN Knowledge, Skills & Abilities:

Strong technical knowledge and understanding of SMB networks, infrastructure, and equipment
Ability to concisely document processes, issues, resolutions; strong writing skills required Ability to multi-task, prioritize tasks and respond with sense of urgency
Strong problem solving and critical thinking abilities
Ability to work independently successfully and effectively and within a team structure
Self-motivated and responsive to Management and customers
Strong organizational skills and attention to detail
Experience working with time tracking/ticketing software desired
Demonstrated knowledge of standard help desk service call methods and procedures Exceptional ability to develop productive and positive customer relationships

Support Specialist • Managed Services - (x)OC

About the role

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