Tier II IT Support

2 weeks ago

Indianapolis, United States MTP Client Full time
Job DescriptionJob Description

This is an onsite role in Indianapolis with no remote work.  No relocation assistance is available and this is an immediate need so only local candidates are being considered at this time.

Overview:

This is a Client-facing role working as part of a Support Team providing Tier 2 and Tier 3 desktop / IT system deployment and support to a dedicated client.

Qualified candidates will have a passion for exceeding expectations, strong communication skills, and a consistent professional manner and experience providing front-line assistance to clients both remotely and in person. 

Technical Requirements:

Operating & Cloud system support

  • Windows 10/11 installation, deployment, troubleshooting
    • Microsoft office suite deployment and support and standard messaging apps (teams or related)
    • Knowledge of patching fundamentals
    • Exchange/SQL/SharePoint/O365 administration
  • Windows Malware / AV install, troubleshooting and threat removal
  • Account creation / suspension & password change, permissions in;
    • Active Directory, Office 365 & Azure Active Directory
  • Workstation setup of local & network printers / scanners
  • Windows Server Deployment/Administration
  • iOS / Android phone support for setup / email integration
  • Familiarity with remote work VPN technology and basic troubleshooting
  • Two Factor Authorization and MDM:
    • Knowledge of fundamentals
    • Add/move/change requests
    • Basic troubleshooting

Additional skills - Nice to have:

  • Networking skills – switch, firewall, router
  • VoIP deployment, troubleshooting
  • Security technologies
    • Deployment skills - e-mail security filtering, MFA, Secure Password platforms, mobile device management.
    • Layered security approach and experience (cloud to handheld)
  • Familiarity with CAD, Revit, or other architecture / engineering solutions
  • MSP Tools
    • Experience with Autotask ticketing system or similar
    • Experience with N-Central remote management
    • Experience with SharePoint documentation

Experience:

  • 2-4 years of industry experience, preferably with a Managed Service Provider
  • Proven strength in workflow/project management of tasks
  • Proven success working in a team-oriented, collaborative environment
  • Proven aptitude for technical troubleshooting
  • Proven interpersonal, written, and oral communication skills
  • Proven customer service orientation
  • Industry certifications

Role Responsibilities & Success Factors:

  • Manage the lifecycle of client communication and expectation setting as it relates to service desk and project tasks
  • All service and project ticket related activity must be documented in Autotask and SharePoint as applicable and updated in near real-time including, but not limited to, time entry, response to customer’s requests and updates, and ticket resolution
  • Minimum of 30 hours of time entry documented in Autotask per week
  • Highly self-motivated and directed, with keen attention to detail
  • Effective team collaboration both in workflow management and communication
  • Consistent engagement with client documentation of procedures and asset management

 

 

 

 

 

 

 

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