Responsibilities
- Maintain, update, monitor customer systems
- Maintain, update, monitor customer client workstations and application software
- Oversees specific IT tools as the subject matter experts (RMM, Endpoint Protection, Email Security, etc..)
- Responsible for the advanced and escalated support of established security solutions that include:
- Maintain centralized security management software solution
- Tasks include determine systems and cleanup procedures, review threat alerts, investigate, and support
- Review threat cases and perform required action
- Use company ticketing system to assist the support for customers
- Perform support for backup systems
- Use of the remote monitoring and management (RMM) company tools for numerous tasks including:
- OS and third-party application patching
- Monitor and management of devices
- Reporting
- Install, upgrade, support and troubleshoot Windows 7/10 and any authorized desktop applications
- Perform preventative maintenance tasks on a variety of devices
- Support network devices (switch, router, firewall, Wi-Fi controllers, etc...)
- Develop trends by monitoring and analyzing tickets, problems and support requests
Preferred Qualifications
Knowledge and troubleshooting proficiency of:
- Requires ability to travel locally and be onsite, when required
- Advanced OS knowledge within Windows OS support
- 6+ years of experience maintaining, operating, and managing IT environment
- Server operating systems and system administration (Windows and Linux)
- Active Directory, DNS, Group Policy, and other Windows based services knowledge
- Cloud computing technologies (O365, Azure)
- Above average knowledge of network devices such as routers, switches, and wireless systems (Cisco, Fortinet, Aruba, Sophos, Watchguard, SonicWall)
- Use of MS Office product suite, in particular Excel, PowerPoint and Word
- Experience in monitoring/management tools such as SCCM, Remedy, Automate, BCM, TrueSight, Entuity, Sophos, McAfee and/or more are preferred
- Prior experience with an ITSM service management ticketing system
- Experience within an asset management system
- Ability to work proactively and effectively with customers and deliver high quality support in a timely manner
- Strong organizational skills
- High degree of professionalism with the ability to provide exceptional customer service to clients
- Ability to work well independently and in a team setting
- Ability to train and lead staff on certain technical solutions
- Excellent Customer Service skills. Excellent written and verbal communication skills.
Benefits
- Competitive salary
- Work From Home Setup
- Company-provided device
Thank you!
