Job Description

Our senior team members are critical to supporting our awesome clients and their users. They leverage industry leading tools and their experience to help resolve complex issues and help prevent futures ones

This position is an integral part of the Helpdesk Team, and the ideal candidate should be comfortable serving as a “hands-on” senior team member who responds to support requests from clients and junior team members.

The goal is to deliver exceptional service and long-lasting solutions to clients in order to foster loyalty and client satisfaction…

## RESPONSIBILITIES

* Identify the ideal solution based on the issue and the information provided by the clients.
* Serve as a subject matter expert (SME) in O365 Administration, Windows System Administration.
* Perform remote troubleshooting using diagnostic methods and guide the client through the troubleshooting process.
* Serve as a point of escalation for issues raised by Level 1 and Level 2 support
* Support and troubleshooting for multiple clients leveraging a broad range of solutions
* Provide support for VOIP systems (such as 3cx and similar platforms).
* Manage and maintain RMM and PSA tools (e.g., Datto, Halo).
* Provide guidance and direction to more junior members of the team.
* Develop and maintain scripts (particularly PowerShell) to automate routine tasks, streamline processes, and improve operational efficiency.
* The role is technically challenging, and it will require you to communicate with clients and vendors over the phone or via email.
* Log events, problems, and their resolutions.

## WHAT WE'RE LOOKING FOR

* Previous experience working in an MSP environment is a PLUS.
* Excellent communication skills – Ability to have a comfortable conversation in English without thinking formal or technical – be a friend
* Excellent attention to detail and follow-through abilities (never let it go till solved)
* Demonstrable experience working with Windows systems (client/server). Ideally, enough experience with a wide range of end-user and other IT areas to solve problems that others may overlook.
* Proficiency in O365 Administration, Windows System Administration, and advanced troubleshooting methodologies.
* Scripting skills, particularly in PowerShell, to automate tasks and streamline operations.
* Experience with VOIP systems and a good technical understanding of network infrastructure.
* Familiarity with RMM and PSA platforms used in MSP environments (e.g., Datto, Halo).
* We are heavy users of Office 365 and Azure, so you’ll need to have solid experience and know the fundamentals or demonstrate skills in something very similar.
* Essentially, you must demonstrate that you can handle even the most difficult tasks by properly setting expectations and determining the solution in a reasonable amount of time.
* Out-of-the-box thinker, proactive/creative, and always improving things.
* Willingness to go the extra mile to ensure client satisfaction.
* Have the ability to “figure things out” even new things

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