Company Confidential

Basic Functions:
  • IT Support relating to technical issues involving Microsoft’s core business applications, operating systems as well as virtual environments built on Citrix, Microsoft and VMware.
  • Support of disaster recovery solutions.
  • Technical support for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
  • Technical support at the network level for Cisco WAN/LAN and wireless connectivity, routers, firewalls, and security.
  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  • System documentation maintenance and review in ConnectWise.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
  • Troubleshoot multiple computer and mobile device platforms: Macintosh, Windows, Linux, Android and IOS.
Additional Duties and Responsibilities:
  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
  • Document internal processes and procedures related to duties and responsibilities.
  • Escalate service requests that require engineer level support.
  • Responsible for entering time and expenses in ConnectWise as they occur.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Enter all work as service tickets in ConnectWise.
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.


Knowledge, Skills, and/or Abilities Required:  
  • Professional IT Certifications, such as: A+, N +, Microsoft MCP, MCSA, or MCSE, Citrix CCEA of CCIA, SonicWall CSSA, ConnectWise CCPA, Labtech LTCP, Cisco CCNA, or Vmware VCP.
  • Advanced understanding of operating systems, business applications, printing systems, and network systems.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • Diagnosis skills of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organization’s key services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast moving environment.
Educational/Vocational/Previous Experience Recommendations:
  • BA/BS, preferably in computer science or a related field.
  • 3-5 years of IT or related experience.

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