Support Analyst

6 days ago

Huntington, United States ProSource Full time

Job Type

Full-time

Description

Prosource, the region's leading business technology solutions provider, has been awarded a Top Workplaces 2023 honor by The Enquirer. The list is based on employee feedback gathered through a third-party survey administered by employee engagement technology partner, Energage, LLC. The anonymous survey uniquely measures 15 drivers of engaged cultures that are critical to the success of any organization including alignment, execution, and connection, just to name a few.

Major Goals and Responsibilities :

As an Support Analyst, you will work as a proactive maintenance and escalation resource that focuses on creating and maintaining happy customers. You will work directly with customers to provide comprehensive support for their technology needs. Candidates should know Windows-based technology. This includes the ability to intuitively troubleshoot a wide array of hardware and software issues within a Windows environment as well as mobile applications, IP phone management and intermediate networking issues.

At Prosource we believe that winning is providing an unmatched customer experience. We provide this top tier of service by recruiting and hiring the most talented customer-oriented people with technical skills in the industry. You must have an outgoing enthusiastic attitude and commitment to delivering the best possible user experience every time.

Requirements

This position will include but is not limited to the following duties.

  • Provide excellent technical support to our clients via phone, e-mail, remote, and onsite service
  • Maintain, troubleshoot, and install Windows desktops, Windows Server, Mac, Android, and IOS devices and provide network infrastructure support and troubleshooting.
  • Maintain client satisfaction through professional and courteous service.
  • Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications.
Prerequisites (i.e... education, experience):
  • At least 3 years of experience working for a successful IT service company, corporate help desk, or similar environment. MSP experience is highly desired.
  • A "Customer 1st" philosophy and mindset.
  • The ability to be punctual. Someone who believes that early is on time, on time is late, and late is unacceptable.
  • The ability to cheerfully take ownership of any problem.
  • The ability to design and execute a plan.
  • The desire to have a professional and polished image.
  • The discipline to create and maintain strong documentation.
  • Ability to provide oral or written communication of complex topics in simple terms and keep customers informed of current requests.
Required
  • 8-10 Years of Experience
  • Windows Server (2008 through 2022)
  • Microsoft Exchange (Premise and Office 365)
  • MCSE or MCITP Server Admin Highly Desired
  • Active Directory
  • Network Administration (DHCP, DNS, TCP/IP etc.)
  • Remote Desktop Services (Terminal Services)
  • Virtualization (VMware and HyperV)
  • Backup and DR (Datto and other leading DR solutions a plus)
  • Cisco Meraki or Datto Networking experience helpful.
  • Able to effectively communicate with users and vendors (written and verbal)
  • Organized, detailed-oriented, dependable, and flexible
  • Ability to excel in a team-oriented, collaborative, and fast-paced environment
  • Microsoft Certified Professional or equivalent
  • Experience working for a VAR, MSP, or IT Services firm (a plus)
  • Good problem-solving skills.
  • Ability to work under moderate supervision.
  • Sales Engineering experience a plus.
  • Exceptional interpersonal skills with a focus on rapport-building, listening and questioning skills
  • Ability to work Monday through Friday 8am to 5pm with a rotating on-call schedule.
  • Candidates for this position must be authorized to work in the United States on a full-time basis for an employer without restriction.
  • Valid Driver License and ability to drive to customer locations when required
Preferred
  • Computer technology 2- or 4-year degree.
  • CompTIA Network+ and/or CompTIA Security+ certifications
  • Microsoft Certified Desktop Support Technician
  • Microsoft Certified Windows Server installing, configuring, and administering.
  • Experience managing on prem and hosted versions of Microsoft Exchange.
  • Linux, Unix, or Mac experience
  • Experience configuring, maintaining, and troubleshooting firewalls.
  • Experience with Office365 hosted systems, Exchange, Teams, SharePoint
  • CCNA, CMNA, or Equivalent networking experience.
  • Experience with Cisco Meraki, Datto BCDR, Autotask, Continuum, Webroot.
Compensation methods
  • Compensation is dependent upon experience
  • Salary base with bonus plan based on individual and company performance
Benefits:
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance
  • 401k

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