05 Mar
Senior Level 2 Support Analyst
New York, New york city , 10001 New york city USA

Vacancy expired!

The Network Infrastructure/Managed Services Group is looking for an experienced IT Professional to join our rapidly growing team. Reporting to the Technology Services Manager, the Help Desk Specialist provides remote and on-site, second level technical support for Net at Work Managed and Support Clients. On average, the Help Desk Specialist works towards resolving around 25 technical support issues daily, addressing service related problems in the areas of Windows Desktop and Server, Server and Workstation Hardware, VMware, Citrix, Office 365, and similar technologies. Our service delivery model is based on a high touch, white glove-style service for our managed and support clients. We strive to be the outsourced IT Department for our clients, as well as a strategic partner. Exceptional client relationships drive our success!Successful candidates are self-motivated, possess a sense of urgency and demonstrate critical thinking and exceptional interpersonal skills. Strong familiarity with IT managed services and ConnectWise is preferred.

Responsibilities:
  • Be an integral part of our growing Service Desk, aiding and supporting the team and our client base with positivity, integrity, and dedication to the end-user experience
  • Perform remote analysis, diagnosis, and resolution of desktop and end-user technology issues
  • Document all steps and troubleshooting steps in the ConnectWise Manage system
  • Provide on-site assistance to client end-users as requested by the Service Manager
  • Utilize MSP Tools such as ConnectWise Manage, Automate, IT Glue and BrightGauge to drive efficiency and leverage across the client base
  • Ensure Customer Satisfaction and Strong customer service focus with excellent communication skills and a pro-active attitude
  • Work with the Technical Team Lead and the Service Manager to escalate trouble tickets
  • Attend weekly/monthly department meetings
  • Stay current with industry and technology news, trends and best practices
  • Provide after-hours support as part of an on-call rotation

Qualifications:
  • 8+ years’ experience in a Help Desk environment (Managed Services experience is preferred)
  • Bachelor's degree in a technical discipline, or equivalent work in an IT related field.
  • Excellent troubleshooting and analytical skills
  • Ability to prioritize and manage time effectively
  • Team Player
  • Passionate about, and dedicated to, the client experience
  • Excellent written and verbal communication skills
  • Outstanding attention to detail
  • Strong documentation skills
  • Microsoft Certifications a plus
  • VCP Certification a plus
  • CCNA Certification a plus

Technology Skills:
  • Windows Server 2008/2012/2016
  • VMware ESXi 5.0/5.5/6.0
  • Exchange 2010/2013/2016
  • MSSQL 2008/2016
  • Networking Technologies: Cisco, Meraki, SonicWALL, HP
  • Storage Appliances: NetApp, Nimble
  • VDI: VMware Horizon Vue, Citrix
  • Enterprise Level Backup Solutions: Backup Exec, NetBackup, Zerto, VEEAM
  • BDR Technologies: Datto, Axcient, eFolder, Cloudberry
  • Microsoft Office 365
  • Cloud Infrastructure: Amazon AWS, Azure
  • PSA: ConnectWise, Autotask
  • RMM: ConnectWise Manage (Labtech), Continuum, AVG Managed Workplace, Kasaya

Vacancy expired!


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