Base Duties
3rd tier of support for all end-user incidents/service requests
Filters and analyzes help desk tickets submitted via portal, email, sms, voice, etc.
3rd level of escalation, more in-depth troubleshooting required
o Technical Authority amongst Support Tiers
Root Cause Analysis (RCA) and Problem Management Lifecycle
Account Management; Creation/Deletion/Security Groups/Licensing
Provides support to back-office administrators/engineers
Assist/lead coordination of on-site projects such as but not limited to;
o Growth
o Hardware refreshes
o Technology improvements
Assists in the management of company-owned mobile devices and mobile service contracts
Assists with procurement of inventory as needed, either relating to PAR or growth.
KB Builder
Able to adhere to departmental processes/procedures/SLAs
Works with 3rd party service providers as needed
Travel < 10%
Extended Duties
Light infrastructure duties as assigned by Infrastructure team such as;
o Storage maintenance
o Firmware Updates
o Notifications
Other duties as assigned.
Functional Requirements
Genuine interest in helping people and patience to support non-tech savvy end users.
Attention to detail in handling and tracking technical issues.
Ability to work well independently and coordination with other departments including operations, software development, business development, etc
Able to speak to and support a multitude of customers, from operations to leadership
Excellent verbal skills and presentation; both in-person and over the phone
Elite problem-solving methodologies and critical thinking skills
Elite organizational skills amidst diverse workload
Self-driven and self-motivated
Technical Requirements
Elite knowledge of Windows Operating Systems and troubleshooting.
Elite understanding of mobile devices, i.e. Apple iPhone and Samsung Galaxy
Advanced understanding of network connectivity and SDWAN
Advanced understanding of security permissions and identity
Advanced understanding of Domain services (AD, DHCP, DNS, etc)
Advanced understanding of Office365 Management
o Account Creation
o Group Management (Dynamic DLs, O365 Groups, etc)
o Licensing (Purchasing, Allocation, etc)
o Basic Exchange Online Administration
Advanced understanding of MDM (Mobile Device Management Meraki SM/MS Intune)
Advanced understanding of SIP/VoIP
Advanced understanding of Cisco Meraki
Intermediate understanding of Apple Operating Systems and hardware
Intermediate understanding of database administration
o Tuning
o T-SQL Scripting
o SQL Backup Jobs
Education/Experience Requirements
5-7 Years Technical Support Experience
High School Diploma Required
Associates Degree Required
Technical Certifications a Plus