About the job
Key Responsibilities:
- Deliver white glove technical support to clients via phone, email, and remote access.
- Manage and support client workstations, printers, and peripheral devices.
- Maintain proactive and clear communication with clients and colleagues.
- Accurately log all work and time in the ticketing system.
- Efficiently manage the ticket queue, ensuring timely updates and resolutions.
- Troubleshoot and document client issues, from identification through to resolution.
- Handle multiple tasks simultaneously while maintaining a high standard of work.
- Collaborate on improving operational processes and overall efficiency.
- Take ownership of issues, escalate when necessary, and ensure follow through.
- Achieve both individual and team KPI targets.
- Outstanding customer service and empathy towards clients and team members.
- Prompt and professional communication via email, phone, and other channels.
- Ability to assess and prioritize tasks in a fastpaced environment.
- Thrive under pressure and manage time constraints effectively.
- Selfmotivated, detailoriented, and wellorganized.
- Strong communication, interpersonal, and presentation skills, both oral and written.
- Adaptable communication style suitable for both technical and nontechnical audiences.
- Expertise in identifying, isolating, and escalating hardware, software, network, and systems issues.
- Advanced problem solving skills with a process oriented approach.
- Proficiency in managing O365 Services and ongoing development (Teams, SharePoint, OneDrive, Outlook).
- Experience with multitenant environments and Microsoft Support Processes.
- Active Directory account, group, and permission management.
- Familiarity with Duo Security and other MFA applications.
- Microsoft Exchange and Azure Active Directory administration.
- Proficient in managing O365 Admin Portal and Citrix XenApp environments.
- Experience in managing MDM technologies like Intune.
- Skilled in analyzing and resolving disk space, host down, and ISP alerts using monitoring tools like Nagios.
- Virtual server administration experience (e.g., VMware vSphere), including resource management, GPO management, and server performance troubleshooting.
- Solid understanding of DNS, DHCP, and TCP/IP troubleshooting.
- Experience with print queue installation, configuration, and management
- High School diploma or equivalent required.
- Minimum of 5 years of experience in a related field.
- A degree or some college coursework is advantageous.
- Technical certifications or training are a plus