handle technical support requests directly from customers as well as escalation from other team members and field engineers
assist the NOC engineers with handling any kind of tasks related to network and infrastructure outages
Must be flexible to work nights and weekends, holidays
Email Administration with basic level of user management including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues
Maintain standards and documentation on an ongoing basis as products and technologies evolve
Accept customer calls,alerts, and escalations from the NOC engineers
Follow trouble shooting Standards Operating Procedures (SOPs)
Act as the point of contact for customer incidents reported by telephone, email and remote monitoring tools ensuring all processes and agreed upon standards are followed
Engage in IT certification programs to develop subject matter expertise
Maintain accuracy of all reports/audits and client documentation based on Red River and customer defined system specifications
Ensure log entries to the ticketing system are accurate, concise, and timely to meet the SLAs (service-level agreement)
Escalate potential areas for improvement to standard operating procedures (SOPs) to team leadership.
Keep current on new releases, updates, and changes to Customer Run Book content

Bachelor’s degree desired, Computer Science, Engineering or other technical degree or equivalent experience
Desired certifications: CompTIA A+, Network+, OR Microsoft MCSA certifications
Minimum 1 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, Group policy
High level experience and knowledge of Windows and Mac operating systems
Basic knowledge of Backup Solutions
Basic knowledge of troubleshooting Remote Desktop Services and VPN
Basic understanding of core network components
Basic virtualization Administration and architecture knowledge such as rebooting virtual machines, allocating necessary resources, and maintaining the hypervisor
Proven ability to utilize CRM data, product documentation and other resources to research and resolve client technical issues
Strong understanding of hardware and software compatibility (i.e., rev. levels, firmware, versions, etc.), installation, and configuration
Strong working knowledge of servers (physical and virtual), enterprise backup applications, SAN, and network infrastructure

Help Desk Technician I – Morning Shift

Key skills