Provide frontline support for both hardware and software issues via telephone or remote assistance in a timely manner
Root cause analysis for end user problems
Escalating technical support issues internally and externally with manufacturers (Microsoft, Dell)
Working remotely with OEM support teams to coordinate and complete repairs
Monitoring client IT systems Up/Down alerts
Respond within SLA to 'outage' events
Perform Windows OS patching and security updates as assigned
Create Technical Documentation and Knowledge Base articles for common troubleshooting and resolutions
Perform routine testing of systems with documentation
Conduct regular audits for system access and monitoring applications
Attend and contribute to weekly internal meetings
Set quarterly ROCKs and meet deadlines for tasks provided
Assist with monitoring security alerts and escalate as needed

Business application support (Microsoft Office, Outlook, Office 365, Azure, etc.)
Troubleshooting Citrix/RDS and LAN/WAN connectivity issues
Active Directory and Microsoft Exchange Online administration
Administration experience for Windows Server and Hyper-V console
Working knowledge of server virtualization technologies (VMware & Hyper-V)
Mobile device support experience (iOS & Android)
ConnectWise Manage/Automate systems
ITIL Support principles for Ticketing, Triage, and Problem Resolution
Basic understanding of identifying phishing emails and related security alerts

L2 Technical Support

Key skills