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Job Description

• Install and configure hardware and software
• Respond to tickets in accordance with SLA guidelines
• Work with our Service Desk, Documentation, Remote Monitoring/Management and all other system
software to accept and resolve L1 and L2 service requests, incidents and problems. Documenting and
tracking all steps taken to the resolution.
• Responsible for escalations on all desktop, network, and server infrastructure service tickets to ensure
service levels are maintained.
• Create and document service management procedures and standards to ensure engineering best practices
are maintained.
• Work with clients directly over the phone and using remote software or travel on-site
• Respond in timely manner to requests and issues
• Repair and replace equipment as needed
• Provide onsite and remote support to end users
• Assist in AV setups as needed for meetings
• Set up new workstations for users (deploying equipment, create Active Directory Accounts, O365
• Heavy use of Windows and Mac OS devices
• Ability to work in Active Directory
• Research and test new technology
Daily activities
• Accept and resolve tickets, service requests/incidents/problems, using our Service Desk software
• Accept client facing phone calls and contact clients via phone and/or email to assist in resolving incidents
and problems
• Use remote management software to log into client PC's and resolve service requests/incidents/problems
• Answer the phone with a cheerful and enthusiastic tone
• Perform initial fault finding and basic troubleshooting of both incidents and problems
• Deal with ticket escalations internally and externally with support tickets from third party vendors
• Assist with deployments in the field – NYC/NJ AreaDesired Attributes and Experience
• Customer service skills
• Excellent verbal and written communication skills
MSP Experience
• Reliable
• Solid understanding of computers, networks and software
• Solid understanding of TCP/IP, DHCP, DNS, Domain Controllers etc
• Experience using MS Office applications: Word, Excel, Outlook
• High attention to detail
• Previous experience with ConnectWise: Manage, Automate, Remote
• Previous experience with Bitdefender
• Previous experience with LionGuard
• Ability and willingness to travel to client sites as needed
• Ability to drive to drive and travel as needed
• Ability and willingness to work overtime when needed
• Ability and willingness to quickly learn new technology and software
• Ability to lift 50 lbs.
Qualifications
• Bachelor's Degree in Computer Science, or Associate Degree plus two years of tech support exp