Ability to provide exceptional customer support in a fast-paced remote Managed Services Practice
Remotely troubleshoot and resolve client requests involving end-user hardware, software, and cloud services
Provide day-to-day operational support for: Desktop and Server Operating Systems (Windows, Mac, Linux), Microsoft Office 365, Azure, Teams, OneDrive, SharePoint, Networking Devices (firewalls, switches, wireless access points), Line of Business Applications, On-premise and Cloud Backup and Disaster Recovery, Hardware peripherals (printers, monitors, docking stations, webcams, etc.), Mobile Devices / Mobile Device Management (MAM / MDM)
Provide escalation support as necessary for Level I Helpdesk staff
Assist with the onboarding and offboarding of clients, systems, and users
Deploy and maintain security tools and management agents
Maintain current notes and time entries for all requests in the helpdesk ticketing system
Create and maintain comprehensive documentation for internal and client systems
Work with third-party vendors to remediate issues as needed

Minimum 2+ years working for a Managed Service Provider (MSP)
Minimum of 5+ years’ experience working on an Information Technology Helpdesk using remote support tools
Experience using a helpdesk ticketing system for incident tracking and time entry (ConnectWise Manage preferred)
Prior experience using Remote Monitoring and Management (RMM) tools (i.e. – Automate, Labtech, Continuum, NinjaOne, etc.)
Ability to provide exceptional customer service in all situations
Possess strong troubleshooting, problem-solving, and verbal/written communication skills
Experience with Microsoft Windows desktop and server operating systems
Experience with Microsoft Office 365 / Azure administration
Proficiency with Microsoft Server Active Directory / Group Policy
Moderate networking experience including remote configuration and troubleshooting (TCP/IP, WIFI, VPN)
Knowledge of Microsoft Cloud Technologies including Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune, Autopilot, etc.
Knowledge of scripting and automation tools a plus
Demonstrated ability to work in a team environment
Must be authorized to work for any employer in the U.S

Helpdesk Technician II

Key skills