Help Desk Team Leader / Technical Account Manager

Why StoredTech?

It's simple, we work hard to delight our clients 100% of the time and have a great time while we do it! If you're looking for a challenging fast-paced career with a fun atmosphere and lots of room for growth, come join our rapidly growing IT services company!

Who are we looking for?

We are seeking a sharp, energetic, passionate professional to lead one of StoredTech's 3 MSP support teams in providing world class technical support to select StoredTech customers! A leader who will excel at positioning their team to succeed in supporting client issues and mentor support technicians, bringing structure to the team. This position requires expertise in IT end user support and the ability to manage a team of diverse engineers with a focus on delighting the client! Your experience in leading your team to deliver IT solutions and support that work the first time will be the key to your success.!

Key Responsibilities:

• Work week is M-F 8AM-5PM with on-call responsibilities every 8 weeks.
• Perform emergency maintenance and escalations outside of these hours as needed.
• Auxiliary phone support as needed.
• Ability to support a broad customer base (government, health care, medical practice, construction, etc.).
• Accurately document client infrastructures, manage system configurations, create flowcharts, diagrams, manuals, and other documentation.
• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.
• Manage assets and endpoints through Kaseya RMM.
• Onsite client visits may be occasionally required (0-5% travel).
• Demonstrate initiative, independent judgment and utilize established procedures to address client needs.
• Work to become a subject matter expert of our clients' infrastructure and environment.
• Full understanding and knowledge of StoredTech's service offerings
• Adapt to a rapidly changing work environment, manage competing demands and is able to deal with frequent change, delays or unexpected events with full ownership.
• Work dynamically across departments interfacing with IT Project Engineers, Project Managers, and Account Managers.
• Expected to lead and provide an escalation point for IT Engineers - Level I & Bench Technician.
• Attention and detail to KPI and Metrics as tracked through StoredTech's systems.
• Escalation point for any Client Delight issues/escalations.
• Continuously strive to improve efficiencies and provide

Required Qualifications

• Experience in end user desktop support (Windows 7, Windows 10, Windows Server 2008-2019, MacOS, Linux).
• SMTP/POP/Office 365/Exchange troubleshooting and device configuration/setup.
• Basic understanding of TCP/IP, DNS, DHCP, VPN, VLANs and other network protocols.
• The ability to meaningfully triage third party support for Software/Application issues.
• User creation and maintenance utilizing Active Directory and Group Policy Management.
• End user printer troubleshooting and set up.
• Familiarity with Microsoft Azure and Intune Services.
• Understanding/exposure to working in an MSP/customer service model.
• General working knowledge of several technologies including
  • Microsoft Products (Server, Office, Desktop)
  • Virtualization platforms (Hyper V and Vmware)
  • Networking (Firewalls, Switches, Routers)
• Ability to Manage a team and act based on analytical data

Preferred Qualifications:

• Associate degree or equivalent years of experience.
• 3-5 years of experience in the field or in a related area.
• Experience in configuration, deployment, and troubleshooting of routers, switches and firewalls is a plus.