• Serving as a leader and technical escalation point of contact for Service Desk Engineers.
• Providing telephone/e-mail technical troubleshooting support to our entire customer base of about 1,000 small to medium-sized businesses. Our customers require IT support ranging from supplemental support to total IT management.
• Collaborating with a great team to identify solutions to customer support requests and escalating to more senior team members or external resources as needed.
• Taking ownership of customer incidents by providing telephone/remote/email support to Dataprise clients.
• Performing advanced troubleshooting and resolving various technical issues related to computer hardware and software problems.
• Configuring and troubleshooting issues related to the following technologies (and much more!): Windows Server, DNS, DHCP, VPN Clients, Group Policy, Folder Permissions, Firewalls, VMWare servers, Printers on Terminal/Citrix servers, Printer Servers, Office 365, Mac workstation and network connectivity issues, Exchange Server, and Microsoft Office Applications and the latest versions of the Microsoft Office suite.
• Following up on open tickets, keeping the clients informed of any updates to their tickets along the way.
• Keeping client documentation up to date as needed.
• Recognizing, predicting, and communicating potential issues and possible failure points in client systems and processes.

Minimum Qualifications

• Good grasp of the English language
• Hands-on experience providing support over the phone, via e-mail and via remote access for:
  • Windows Server
  • DNS
  • DHCP
  • VPN
  • Office 365
  • Group Policy
  • Folder Permissions
  • Firewalls
  • VMWare servers
  • Printers on Terminal/Citrix servers, Printer Servers
  • Mac workstation and network connectivity issues
  • Exchange Server
  • Microsoft Office Applications and the latest versions of the Microsoft Office Suite
• Cyber security experience
• Can work flexible hours and work during weekends and holiday