About The Client
Arraya Solutions provides technology strategies and solutions to propel your business forward. Through an extensive offering of IT solutions, advisory, consulting, staffing, and managed services, we empower our customers to achieve impactful outcomes. Arraya delivers the tools, talent, and technological expertise companies need to rise to the top of their field.
Key Responsibilities
- Field support calls
- Identify and organize tickets according to priority
- Provide support in handling Incident Management calls
- Primarily remote technical support
- Hardware and software incident remediation
- Troubleshoot and resolve MS Azure incidents and requests
- Account provisioning and administration
- Hardware configuration and repair
- Actively manage assigned work in the ticketing system, including timely and meaningful updates
- Support network printing devices
- Troubleshoot and resolve tickets related to VPN and MFA issues
- Resolve network issues using knowledge of IP addressing, subnetting, and TCP/IP
- Assist with maintaining an accurate Service Desk knowledge base (IT Glue)
Requirements
At least 12 years of experience with the following:
- Experience with Windows Operating Systems, with an understanding of security permissions for Active Directory
- Experience using ConnectWise
- Experience supporting laptop/desktop workstations and troubleshooting problems related to end-user applications
- Experience troubleshooting Microsoft Office 365 and Office applications
- Familiarity with SharePoint and Exchange
- Experience with monitoring solutions, such as LogicMonitor and Datto RMM
- Familiarity with network troubleshooting, such as Zscaler and FortiClient
- Ability to read, comprehend, and follow instructions either from Team Leader/Director or Service Desk knowledge base
- Strong customer service skills
- Attention to detail
Other Experience:
- Experience working with Autotask is a plus
- ITIL fundamentals are a plus
- Microsoft certifications are a plus
Additional Requirements:
- Must have fiber optic internet with at least 25 Mbps bandwidth
- Must have a backup desktop or laptop with the latest operating system
- Must be willing to work on a shifting schedule
- Must be amenable to reporting to our Makati and BGC office as needed
- Must be willing to work 9am-6pm Eastern Timezone
Benefits
- Great Place to Work-Certified Company
- Premium HMO
- Holistic employee experience
- Work-from-home and hybrid work setup
- Rewards and incentives
- Monthly engagement activities
- Career advancement opportunities
- Paid referral program
