Service Desk Support Specialist

2 weeks ago

Dallas, United States Prudent Technologies and Consulting Full time

Service Desk Support Specialist - MSP Support Engineer

Dallas TX 75244

6 months Contract to Hire

Must be client facing, with good comm. Skills.

In this role, you will be responsible for providing onsite and remote advanced technical support to our clients, troubleshooting complex IT issues, and ensuring the smooth operation of their IT infrastructure.

You will leverage your expertise in Microsoft and Fortinet technologies to diagnose, resolve, and escalate IT problems, working collaboratively with our internal teams and client contacts.

Responsibilities

Diagnose and resolve complex IT issues for a diverse client base.

Provide technical support for Microsoft Windows desktops, servers, and Active Directory/EntraID.

Configure and manage Fortinet firewalls, switches, access points and security solutions; Cisco Meraki experience a plus.

Perform routine maintenance tasks such as software updates and security patching on all types of devices compute, storage, and network.

Manage ticket queue for your area of responsibilities based on priority of incident or request.

Document technical activities and solutions in a clear and concise manner.

Escalate unresolved issues to senior engineers or vendors when necessary.

Maintain a strong understanding of emerging technologies and industry best practices.

Collaborate effectively with internal teams and client contacts to ensure successful issue resolution.

Provide excellent customer service and build strong relationships with clients.

Qualifications

5-7 years of experience in an IT support engineer role, preferably within an MSP environment.

Strong understanding of Microsoft Windows operating systems (Windows 10, 11, Server 2019, 2022).

Working knowledge of Active Directory administration.

Understanding of Microsoft Azure licensing, configuration and support.

Experience configuring and managing Fortinet firewalls and security solutions.

Knowledge of hypervisors and virtual desktop solutions, such as Hyper-V, VMware, Citrix; Understanding of Scale Compute a plus.

Ability to travel to customers in Dallas area (mileage & expenses reimbursed) and occasional out-of-town travel for company events.

Understanding of ITIL framework a plus.

Microsoft Windows, Microsoft Modern Workspace, Fortinet, Aruba Scale and other certifications a plus.

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