Position Responsibilities:

• Provide telephone/email technical troubleshooting support to the entire customer base of Troubleshooter.
• Perform advanced troubleshooting and resolving various technical issues related to computer hardware and software problems.
• Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way.
• Log accurate and detailed case notes within the service desk ticketing system.
• Serve as technical escalation point of contact for Level 1 Service Desk Engineers.
• Recognize, predict, and communicate potential issues and possible failure points in client systems and processes.
• Configure and troubleshooting end user issues related to the following technologies: Windows Server, Active Directory, VPN Clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, Anti-Virus and Malware software, Spam Filtering, and Microsoft Office Applications.
• Keep client documentation up to date as needed.

Position Requirements:

• 4+ years of related experience, ideally working with external clients in the Managed Services or IT Services industry.
• Strong technical aptitude and advanced hands-on experience with the following technologies: Windows Server, Exchange Server, Active Directory, Firewalls, DNS, DHCP, VMWare, - Microsoft 365, Microsoft Office Application and Microsoft Office; hands-on experience with Citrix, Mac’s, and Small Business Server preferred.
• Stellar written/verbal communication and customer service skills to successfully maintain a high level of collaboration and interaction with clients and colleagues.
• Sound judgment and decision-making skills to be able to independently make decisions that affect customers without always being able to consult with a supervisor.
• The ability to deliver excellence independently and excel in a fast-paced, occasionally high stress Service Level Agreement (SLA) driven environment.
• Strong attention to detail so work is accurate and complete. 
• A Bachelor's Degree in a related field preferred.
• Industry certifications from Microsoft and Cisco.