This role calls for autonomous problem-solving, effective collaboration with clients and internal teams, and a proactive approach to incident management to meet our high service standards.
You will be guided and exposed to multiple technologies and work within a team that are open to sharing knowledge, guiding and mentoring.
If you have a background in server administration, network operations, strong communication skills, and a passion for delivering client-focused solutions, we invite you to apply and contribute to our mission of providing exceptional managed IT services.
This role calls for autonomous problem-solving, effective collaboration with clients and internal teams, and a proactive approach to incident management to meet our high service standards.
You will be guided and exposed to multiple technologies and work within a team that are open to sharing knowledge, guiding and mentoring.
If you have a background in server administration, network operations, strong communication skills, and a passion for delivering client-focused solutions, we invite you to apply and contribute to our mission of providing exceptional managed IT services.
Requirements:
Deliver outstanding customer service and communication, ensuring a positive experience for all clientsServe as the first point of contact for support requests via phone, email, and ticketing systemsTriage incoming tickets and allocate tickets to the appropriate resources for resolution:Correct prioritization through triageTroubleshoot customer issues efficiently and effectively using remote support toolsResponding to and resolving desktop, server, and network issuesEscalation of tickets to level 3 support when required: escalate complex technical issues to the appropriate internal or third-party teams when requiredCreate, update and maintain detailed and accurate records of all support requests, troubleshooting steps, and resolutions in the ticketing system:Work seamlessly with the team, documenting clear notes, instructions, and information to ensure smooth workflow transitions between rostered colleaguesIdentify recurring incidents, offering insights to internal stakeholders and assisting with root cause analysis and resolutionEnsure adherence to service level agreements (SLAs) and provide timely updates to users on ticket progressActively monitor and respond to alerts from our monitoring tools, diagnosing and resolving issues swiftlyManage and coordinate updates for major or critical incidents, keeping key stakeholders informed and ensuring resolution transparencyIndependently handle alerts, phone calls, and backups, driving each to resolution within SLATraining and research to stay up to date with new technologyParticipate in shift rotations as requiredResponsibilities:
Experience in infrastructure or operations support, preferably within a managed services environmentPractical experience using Helpdesk Ticketing and Remote Monitoring and Management (RMM) Tools such as ConnectWiseProficient in Windows Server suite, Backup Applications & virtual environmentsEssentials Tools/Systems:ConnectWise RMMStrong knowledge of the Microsoft Suite: Teams, etc.Desirable Tools/Systems:Familiarity with IT Glue (for documentation)Proficiency in FortinetExcellent Communication Skills: Verbal and written – confident communication styleAbility to deal with busy, high-pressure situationsCommitted to achieving excellence in customer service with a focus on user satisfactionStrong problem-solving and troubleshooting skillsThe ability to demonstrate initiative and provide attention to detailThe ability to work remotely from your fellow colleagues but still feel comfortable asking questions when requiredCapable of identifying and addressing issues proactivelyEfficient with your time, and the ability to multitask and manage conflicting deadlinesHigh level of flexibility and adaptability and maintaining a calm outlook amid chaosAbility to work both independently and collaboratively within a teamResourcefulAbility to exercise good judgment, logical decision making and escalate issues appropriately when required
