The Service Desk Technician (SDT) possesses technical knowledge and problem-solving skills. The SDT should have prior experience working in an IT environment or have recently graduated with a qualified certification. We're willing to train a recent certificate holder but you must have attained a recent certificate. OUr SDT takes on first- and second-level support calls and tickets and strives to see them through their resolution. The SDT does have knowledge of and is comfortable with troubleshooting among others Windows workstations, basic networking equipment, familiarity with cloud services and some client applications.

This position is great for someone that wants to be able to solve problems consistently but wants to build a much deeper technical skill set. As the SDT, you get to touch a LOT of different tech across multiple verticals and learn a lot, about a lot. You must be open to advancing technically and committed to learning new tech. You also need to be able to deal with the challenges of delivering customer support.

Responsibilities

• Must enjoy working with customers and helping people. Empathy and sympathy are paramount to position success.

• Takes ownership of first- and second-level support calls and tickets and sees them through completion; things like Email and Application Issues, Moves, Adds & Changes and basic windows and mac troubleshooting.

• You'll help deploy, monitor and manage some of our backup and recovery solutions.

• You'll build and decom machines according to our standards and best practices

• You'll own some administrative tasks like tracking Warranties, Shipping, ISP Accounts, Phone Bills, Etc.

• Troubleshooting the Office 365 and Google Workplace ecosystems is a key part of this roll

• Assists with phone system configurations and troubleshooting

• And all the other tasks that come with helping deliver the best customer service possible to local and remote workers

Outputs

• You'll help write and improve technical documentation

• And track assets and equipment distribution for new equipment

Technical Skills:

• Working knowledge of Windows and Mac systems is key – client OS, networking protocols, printing & productivity tools

• Experience working with Office 365 and Google Workspace are huge plusses (Azure AD, Exchange, Gmail, Drive, SharePoint, OneDrive, Teams, Etc.)

• Advanced troubleshooting of workstation/laptop hardware and software

• Basic Knowledge of key network protocols – TCP/IP, DHCP, DNS, HTTP/HTTPS, FTP, Telnet, SSH, TLS, SSL, SIP, POP, IMAP, VPN is useful

• Understanding of virtualization technologies - Hyper-V, VMWare, or Citrix, and understanding of VLAN concepts would be nice

• Knowledge of cloud technologies – Microsoft Office 365 and Azure AD, AWS (EC2, S3, VPC, IAM) is where you'll be heading as you train up

• Understanding Automation and how to use it reduce workload

What Should I be Able to Do:
We’re looking for candidates with a strong technical background in Windows Workstation as it fits in the Azure and Microsoft Cloud technologies realm, specifically the Microsoft 365 eco-system including, Exchange, Conditional Access, Intune, Teams, SharePoint, OneDrive and Azure AD. You’ll have some experience in basic networking technologies like LAN, WAN, VLANs, Default Routing, Firewalls, and network services like DHCP, SMTP, SSL, Content Filtering & DNS and more. Obviously you may not know all of these tools or technologies but you should be able to discuss and explain many of them.

One of our organizational objectives is to retire all on-premise hardware and move all of our clients to 100% cloud whenever possible. The more experience with this the better.
Candidates with the following experiences preferred: MSP tools and concepts like Connectwise Manage, Automate, Control & Sell (or similar PSA & RMM Tool Experience), SOP’s, Structured Cabling, Sentinel One, Virtualization, Intune and some CLI/Linux.

*
Why Work for Proper Sky*
As an MSP, we get to touch a LOT of different technology and deal with tech all day long. In the past, some of our best employees worked in a different industry but changed careers because they love working with technology. Every day brings a fresh set of technical challenges to conquer. We work 100% tech all day long. You’ll get to work directly with executive staff and key stakeholders.

We have a great team of hard-working techs that love IT and strive to bring our clients the best support they can day in and day out.

We provide guidance and leadership training through some of the IT Nation programs as well as third party training and support. With this position you will have the ability to grow and move into different roles.

We provide benefits, mileage, training reimbursement, life-insurance, retirement plans and more.

*
Additional Details*
This position will require you to work in our office during normal business hours.
You’ll need reliable transportation and be able to lift up to 50 lbs.
Our office is located in Glenside (soon Abington).

Job Types: Full-time, Permanent

Pay: $40,000.00 - $60,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Work Location: One location

Please Note :
www.bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.