Position: Service Desk Technician Location: REMOTE Duration: 6-12 month (Contract to hire)
24x7 Service Desk - Day Shift - Either 2x2x3 rotation or M-F, 10 AM to 7 PM. First month is M-F, 8 AM-5 PM
Description:
Provide 24/7 coverage of Client’s Network Operations Center and play a fundamental role in ensuring they meet or exceed the expectations of all clients as defined in our service level agreements. Provide top level technical support services and operational leadership, including problem resolution, and technical change implementation for Managed Services clients.
Responsibilities:
Provide Level I/II technical services with supervision from Supervisors, Team Leads, and Technology Owners
Understand and Deliver Managed Service offerings as outlined in the Client’s Service Descriptions and Service Catalog.
Understand and follow the processes and procedures defined in the Client’s Managed Services Standard Operating Procedures manual (SOP).
Primarily responsible for providing top-level technical support, including problem resolution, technical change implementation, telephone and one-on-one technical support within defined service level agreements for clients.
Provide detailed and effective communication to internal and external customers
Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
Provide 24 X 7 support to critical systems and ensure availability objectives are met.
Provide alert response as well as email and telephone technical support for data center and managed services clients
Take ownership of the incident/request and drive it to resolution
Document and track troubleshooting steps, incident solutions and support requests
Keep clients informed throughout the process and follow up with them to ensure satisfactory resolution
Required Skills:
2+ years of Service Desk support experience.
Must have an enterprise understanding of networks.
Ability to decipher what the different types of technologies are that a enterprises use and experience troubleshooting those.
Strong Microsoft support experience.
Microsoft Server OS
Azure
SQL Server
System Center
Exchange Online
Office 365
Teams
SharePoint Online
Dynamics
Microsoft Endpoint Manager (Intune)
Sharepoint Server (on-premises)
Exchange Server (on-premises)
Must have basic Cisco knowledge - CCST Network certification a plus.
Palo Alto network knowledge
BA/BS degree in Computer Science, Mathematics, Electrical Engineering, or related discipline; equivalent experience acceptable.