Duties & Responsibilities:
- Handling Service Requests, being Remote or Onsite, as required, in a professional and timely manner.
- Improve customer service, perception, and satisfaction.
- IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft, VMware and so on.
- Support services for Microsoft related technologies: Windows Server, Exchange, SQL, Microsoft 365, Azure and so on.
- Support disaster recovery solutions.
- Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Remote access solution implementation and support: VPN, Terminal Services, and Citrix.
- System documentation and consulting services to include system reviews and recommendations.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
- Ability to work in a team and communicate effectively.
- Escalate service or project issues that cannot be completed within agreed service levels.
- Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
- Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
- Responsible for entering time and expenses in ConnectWise as they occur.
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
- Work through project tickets and phases in ConnectWise as assigned by a Project Manager.
- Enter all work as service or project tickets in ConnectWise.
- Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
