What are the responsibilities and job description for the Technical Support position at itSynergy?
About Us
Phoenix based IT Consulting/Managed Services Provider (MSP)
itSynergy is the market leader in providing technology consulting services to small and medium businesses who have a high reliance on their technology. We exist for one reason and one reason alone - to create positive experiences with technology.
Above all, we're looking for a culture fit. We're extremely honest, don't bring our egos to work, LOVE to laugh and have fun, enjoy the challenge of working together towards a common goal, are good at what we do, and deliver results. Sound like a place where you'd fit right in? We'd love to talk with you.
Responsibilities
$50k-$65k per year
Position Type
Full-Time
Benefits
Health Insurance - employer pays 80%
Dental, Vision - Employer pays 100%
Short Term & Long Term disability - Employer pays 100%
$50K Life Insurance - Employer pays 100%
401K- Employer matches up to 5%
2 weeks vacation
8 personal days
Continuing Education – Employer pays 100%
Phoenix based IT Consulting/Managed Services Provider (MSP)
itSynergy is the market leader in providing technology consulting services to small and medium businesses who have a high reliance on their technology. We exist for one reason and one reason alone - to create positive experiences with technology.
Above all, we're looking for a culture fit. We're extremely honest, don't bring our egos to work, LOVE to laugh and have fun, enjoy the challenge of working together towards a common goal, are good at what we do, and deliver results. Sound like a place where you'd fit right in? We'd love to talk with you.
Responsibilities
- Field Incoming customer calls/requests and resolve them to the customer's satisfaction within SLAs
- Consult existing documentation to resolve problems and deploy new solutions
- Create new and update existing documentation within itSynergy standards
- Provide remote and onsite hardware and software troubleshooting for basic server issues and advanced desktop issues
- Handle escalated issues from Level 1 techs and delegated issues from Level 3 engineers
- Server and workstation patch remediation and troubleshooting
- Installing, supporting, and troubleshooting switches and wireless access points at a beginner to intermediate level
- Advanced virus and malware cleanup in addition to other basic security incident response
- Troubleshoot WAN & LAN connectivity issues
- Basic virtualization platform troubleshooting & support
- Laptop and desktop imaging and deployment
- Provide advice and training to users
- Support various industry specific line -of-business applications and common industry -standard applications such as QuickBooks or similar accounting packages
- Implement, manage, and troubleshoot backups, especially BDR type devices and Veeam
- Work with third party technology vendors on behalf of and for the benefit of itSynergy's clients
- High School Diploma (or equivalent)
- Three or more years of related experience, ideally with a Managed Service Provider
- Applicable professional and technical certifications, desirable but not required
- MSP Experience
- Ability to meet deadlines and communicate well with both customers and management when delays arise
- Critical thinker with the ability to research, but escalate when appropriate
- Excellent verbal & written communication skills
- Great attention to detail
- Works well in a team
- Excellent troubleshooting skills
- Excellent Customer Service skills
- Must be able to lift 40 lbs.
- Reliable transportation
- Background check
- Windows Server 2012 or newer, in both single and multi-site environments
- Microsoft Exchange Online (Office 365), including both desktop troubleshooting and experience on the administration side. Experience with migrations to Office 365 is ideal but not required.
- Experience in virtualization technologies (Hyper-V, VMWare)
- Router/Switch/Firewall configuration and troubleshooting at a basic to intermediate level. Experience supporting Meraki and SonicWall would be a plus
- Configure and troubleshoot remote access solutions like VPN and Remote Desktop
- Experience with PowerShell preferred
- Network and information Security including diagnosis of and response to malware and viruses, phishing, spear phishing, ransomware, etc.
- Experience with Active Directory and common roles like ADDS, DNS, DHCP at a basic to intermediate level
- File share permissions, group membership, drive mapping, and similar tasks
- Basic to intermediate experience with network storage devices like a NAS appliance
- Backup and recovery software deployment, maintenance and recovery, especially BDR-type devices and Veeam
- Experience with common small business accounting applications such as QuickBooks, Sage 50/Peachtree, etc
- RMM tools similar to Kaseya like Labtech/Automate, Autotask, N-Able, ManageEngine, etc
- PSA tools similar to Connectwise or other ticketing systems such as Solarwinds, Remedy, HPSM, Autotask, etc
- Documentation tools similar to itGlue
$50k-$65k per year
Position Type
Full-Time
Benefits
Health Insurance - employer pays 80%
Dental, Vision - Employer pays 100%
Short Term & Long Term disability - Employer pays 100%
$50K Life Insurance - Employer pays 100%
401K- Employer matches up to 5%
2 weeks vacation
8 personal days
Continuing Education – Employer pays 100%
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