Helpdesk Support Technician

• Design, implementation, and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Design, implementation, and support of hosted and cloud solutions for clients using technologies that meet their requirements.
• Design, implementation, and support of data backup solutions and of disaster recovery solutions.
• IT support relating to technical issues involving Microsoft’s and Google’s core business applications, as well as virtual environments built on Microsoft Azure, MS 365, and Google Chrome
• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Support services for virtualization technologies: VMware, Microsoft.
• Remote access solution design, implementation, and support: VPN, Terminal Services
• Use of the remote monitoring and management (RMM) and professional services automation (PSA) systems: track tasks assigned, enter time, communicate w clients, update agent scripts, document client systems, and respond to support requests
• Documentation of devices, systems, processes, procedures, and maintenance for client computer systems and network infrastructure
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
• Ability to work independently as well as in a team environment.
• Ability to communicate effectively.
• Escalate service or project issues that cannot be completed within agreed service levels.
• Communicate to clients: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Maintain specific knowledge of the client and how IT relates to their business strategy and goals.
• Document and maintain internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in PSA as they occur.
• Understand processes in PSA, RMM, and other internal systems
• Work through assigned tickets in PSA
• Work through a daily schedule in PSA that has been established through the dispatch process.
• Account for all time, billable and non-billable time thru ticketing system.
• Develop in-depth knowledge of the SCA’s service catalog and how it relates to client’s needs.
• Remain up-to-date with current and future technologies emerging in the industry.
• Improve client service, perception, and satisfaction.
• Perform all work and make all decision based on SCA’s core values and Count on Us philosophy

Do you have experience in Customer communication?