Detalle de la Oferta

Descripción de la Oferta

ESSENTIAL DUTIES AND RESPONSIBILITIES
- Communication with customers is required (English)Moderate technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Monitor remote monitoring and management system alerts and notifications, responding accordingly through service tickets.
- Maintain and review system documentation in ConnectWise.
- Improve customer service, perception, and satisfaction.
- Ensure a fast turnaround for customer requests.
- Work collaboratively in a team and communicate effectively.
- Collaborate with the Service Desk Manager to ensure service requests are routed to the appropriate resource for quick and efficient resolution.
- Escalate service requests that require engineer-level support.
- Maintain service awareness of all key organizational services being supported.
- Accurately enter time and expenses in ConnectWise as they occur.
- Document all work in ConnectWise through service tickets.

REQUIREMENTS
- 2-3 years of technical support service experience.
- Strong interpersonal skills, including telephony skills, communication, active listening, and customer care.
- Ability to troubleshoot and resolve technical issues efficiently.
- Ability to multi-task and adapt to changing environments.
- Technical awareness to match resources to technical issues appropriately.
- Understanding of support tools, techniques, and technology usage for service delivery.
- Proficiency in typing accurate entries of service request details.
- Bachelor’s degree in computer science or information systems (recommended but not required).

TECHNICAL SKILLS
- Proficiency in Windows and macOS environments; familiarity with Linux is beneficial.
- Understanding TCP/IP, DNS, DHCP, and VPN; ability to troubleshoot network connectivity issues.
- Experience with user account management, group policies, and permissions; understanding of Azure Active Directory.
- Familiarity with core Azure services such as Virtual Machines, Storage, and Networking; understanding of Azure Resource Manager and Portal.
- Managing Azure subscriptions and resources; knowledge of Azure security, compliance, and identity solutions.
- Experience with Hyper-V or VMware; understanding of virtual machine setup, configuration, and management.
- Knowledge of cloud computing concepts, particularly Azure; understanding of cloud deployment models (IaaS, PaaS, SaaS).
- Proficiency with ticketing systems (e.g., ServiceNow, JIRA); experience with remote desktop support tools.

CERTIFICATIONS (Preferred but Not Required)
- CompTIA A+ or Network+ – Fundamental certifications for IT support roles.
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- ITIL Foundation

QUALIFICATIONS
- Respect and earn the respect of fellow team members.
- Take ownership of identified processes and responsibilities.
- Keep open communications with the manager, team, and leadership.
- Perform work with confidence and pride and follow through to completion.
- Make informed decisions – discuss with the manager when needed
- Grow and learn from past mistakes.
- Work in a safe, clean, and employee-friendly atmosphere.
- Must have flexibility with work schedule.
- Strong analytical skills to diagnose and resolve technical issues efficiently.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Strong focus on customer satisfaction and ability to manage user expectations effectively.
- Ability to prioritize tasks and manage multiple issues simultaneously.
- Ability to work well within a team and collaborate with other IT professionals