Responsibilities
- Ensure all technology that is being implemented is done by following industry best practices and the NIST/CIS security framework when documentation is available.
- Implementation of Microsoft systems, virtualization cloud and workstation projects
- Implementation of network level projects: WAN, LAN and Wifi connectivity, routers, firewalls, and security
- Complete the approved Initiative Status and Review (IS&R) document and obtain sign off by the Project Coordinator/Manager
- Implement assigned projects based on the documented project delivery plan
- Provide regular updates on all projects that are in progress in Connectwise, to the Project Coordinator/Manager, vCIO and Clients via the IS&R
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. service team)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
- Document all work completed on the project and get sign off from Project Coordinator/Manager, vCIO, vITM, Reactive Services and the Client via the Project Closure Document
- Identify project scope changes and bring to the attention of the Project Coordinator/ Manager and vCIO promptly
- Have 90% of projects closed on schedule and on budget
- Keep timesheets up to date daily and submit them by end of day each Monday at 5:00pm
- Maintain 80% Billable Time on ConnectWise Timesheets
- Participate in Weekly PS handovers and be prepared to review project signoff and prepare the vITM and RS teams to support newly implemented projects
- Participate in Weekly PS huddles and be prepared to provide updates on all assigned projects that are upcoming, in progress or pending closure
- Make sure projects are delivered on time and under budget
- Work with Project coordinator to assist with scheduling projects
Requirements
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
- Hands-on experience with Windows/Linux/Mac OS environments
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software (eg. Zendesk)
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- BS degree in Information Technology, Computer Science or relevant field
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
- Must be available after standard work hours to implement projects
Benefits
Benefits Available
Medical, Dental, Vision, Legal Shield/ID Shield, Life Insurance, and Disability
Vacation Time-Eligibility after 6 months of employment
Responsibilities
- Ensure all technology that is being implemented is done by following industry best practices and the NIST/CIS security framework when documentation is available.
- Implementation of Microsoft systems, virtualization cloud and workstation projects
- Implementation of network level projects: WAN, LAN and Wifi connectivity, routers, firewalls, and security
- Complete the approved Initiative Status and Review (IS&R) document and obtain sign off by the Project Coordinator/Manager
- Implement assigned projects based on the documented project delivery plan
- Provide regular updates on all projects that are in progress in Connectwise, to the Project Coordinator/Manager, vCIO and Clients via the IS&R
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. service team)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
- Document all work completed on the project and get sign off from Project Coordinator/Manager, vCIO, vITM, Reactive Services and the Client via the Project Closure Document
- Identify project scope changes and bring to the attention of the Project Coordinator/ Manager and vCIO promptly
- Have 90% of projects closed on schedule and on budget
- Keep timesheets up to date daily and submit them by end of day each Monday at 5:00pm
- Maintain 80% Billable Time on ConnectWise Timesheets
- Participate in Weekly PS handovers and be prepared to review project signoff and prepare the vITM and RS teams to support newly implemented projects
- Participate in Weekly PS huddles and be prepared to provide updates on all assigned projects that are upcoming, in progress or pending closure
- Make sure projects are delivered on time and under budget
- Work with Project coordinator to assist with scheduling projects
Requirements
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
- Hands-on experience with Windows/Linux/Mac OS environments
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software (eg. Zendesk)
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- BS degree in Information Technology, Computer Science or relevant field
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
- Must be available after standard work hours to implement projects
Benefits
Benefits Available
Medical, Dental, Vision, Legal Shield/ID Shield, Life Insurance, and Disability
Vacation Time-Eligibility after 6 months of employment
© 2020 RemoteJobs.store. Built using NextJS and Vercel.
Uses RemoteOK and Remotive APIs.