RESPONSIBILITIES
The candidate will be responsible for supporting the internal service delivery team by monitoring client network operations and implementing automation to streamline service delivery and client experience. The candidate should expect to interact with and provide occasional direct client support. This support will be conducted via phone with remote support tools provided by Invizio. Responsibilities will also include but are not limited to:
- Performing timely recognition, isolation, resolution and follow-up of monitoring alerts
- Providing detailed documentation of help desk support
- Installing, configuring, and troubleshooting desktop and server operating systems and applications
- Creating and implementing policies for the management, testing and deployment of software updates or patches
- Leveraging automation tools to streamline and enhance service and project delivery tasks. Including writing PowerShell, bash and BAT scripts
- Configuring and supporting cloud systems such as Azure and Google Cloud
- Creating and maintaining clear and detailed documentation
- Developing training and instructional materials as needed
- Performing other duties as assigned
Candidate will also provide intermediate to advanced network and server troubleshooting including:
- Network connectivity diagnostics and repair
- Server and network configuration
- Server and network alert monitoring and troubleshooting
- Server and network configuration, deployments and migrations
QUALIFICATIONS
Strong customer service orientation is a must. Candidates must be comfortable interacting with clients both over the phone and via email.
Strong interpersonal and communication skills. Strong command of the English language is a requirement. Familiarity with the correct use of technical terms.
- Ability to quickly learn new systems and software applications.
- Candidate must hold the following certifications or be willing to obtain them within the 3-month probationary period: Network+, Microsoft 365 Fundamentals
[*] Candidates must have a practical understanding of and ability to configure and troubleshoot:
- Desktop Operating Systems (Microsoft Windows, Apple Mac OS)
- Server Operating Systems (Microsoft Windows Server, Mac OS Server, Linux)
- Applications (Desktop Productivity eg. Microsoft Office, Adobe Acrobat etc.)
- Server Applications (eg. Microsoft Exchange, SQL Server.)
- Security (eg. Anti-virus/Anti-malware, Encryption)
- Cloud Productivity (Microsoft 365, Google Workplace, Dropbox etc.)
- Cloud Platforms (Microsoft Azure, Google Cloud Platform, AWS)
- Unified Communications (On-premises & hosted VoIP PBX, Handsets etc.)
- Network Technology (Physical cabling, routers, firewalls, switches, wireless access points, etc.)
- Hardware (Desktops, Laptops, Servers, Printers etc.)