• 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