Net at Work
16 days ago
The primary role focus is to decrease time to resolution and increase revenue by acting as a project resource and an escalated resource for service tickets and Service Desk escalations.
Job Responsibilities
- Coordinate and/or perform remote fixes at the desktop, server and networking level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
- Second level escalations on the service desk team; resolve level 2 issues in Mac OS and Windows environments, either physical or virtualized.
- De-escalate client situations related to outages, communications, and travel onsite where necessary.
- Troubleshoot hardware & accurately determine fixes.
- Adherence to SOPs.
- Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Google for Work, Cisco Meraki, Dropbox etc.)
- Perform post-resolution follow-ups to help requests.
- Research issues and resolves technical problems.
- Implement and maintain operational documentation and procedures.
- Issue daily operations status report and project status reports as required.
- Complete technical and special projects as assigned.
- Daily entry of time within current ticketing platform and keeping tickets updated.
- Coordinate with Service Coordinator for work assignments.
- Coordinate with Project Management for intermittent project work assignments.
- Continue to learn new technologies and solutions.
- Keep and maintain work calendar.
- Update client documentation after any change to the client’s network
- Maintain necessary professional certification statuses.
- Assist with vendor certifications as required.
- Provide direct and indirect situational awareness briefs on high profile clients/projects.
- Meeting KPI Targets: Average Time to Resolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherence.
- Other duties as required to deliver an excellent customer experience.
Job Requirements
- Must have experience at an MSP, service desk and/or corporate IT Experience as a technical support representative/consultant supporting small to mid-size clients. (3-5 years)
- 5+ years project engineering experience preferred.
- Exceptional written and verbal communication skills.
- Ability to multitask.
- Ability to escalate issues to higher tiers of support when required.
- Ability to be on-call and work after-hours where necessary.
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Ability to adapt and learn new platforms and skills on the fly.
- Maintain a sense of urgency.
- Proficient in Mac OS, Google (G-Suite), Windows, Office 365, Intune, JAMF.
- Proficient supporting Outlook/Office 365 Admin Portal.
- Experience managing and configuring Windows OS Workstation/Server OS security, sharing, patches, and group policies in a Windows Domain environment.
- Experience with cloud storage and remote connectivity solutions.
- Knowledge and practice of various advanced networking technologies.
- Proficient in remediation of EDR related issues.
- Proficient in implementation and remediation of various backup solutions.
- ConnectWise Automate Familiarity or similar RMM solution.
- College degree from an accredited institution or equivalent [3-5 years of relevant technical experience].
- Technical Certifications (Preferred): Microsoft, Cisco, VMware, JAMF, SonicWALL, Fortinet, CompTIA.
- Current MCSE/MCSA or similar level Microsoft Certifications
- Current CCNA certifications or Extensive knowledge and understanding of the OSI model.
- Average Time to Resolution (ATTR) <= 2hrs
- Ticket CSAT >95%
- Individual Utilization > 80% billable
- Other criteria as defined or updated
Travel Requirement: This is a remote position with the ability to travel onsite to client locations within the Boston Metro area.
Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.
We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life:
Health and Welfare (Medical, Dental, Vision)
Accident, Critical Illness, and Hospital Indemnity
Employee Assistance Program (EAP)
Life and AD&D Insurance
Short- and Long-Term Disability Insurance
Flexible Spending Accounts
Transportation and Parking Accounts
Health Savings Accounts (with company contribution)
Retirement Planning (401k with matching contribution)
Legal Benefits
Identity Theft Protection
Pet Insurance
Wellness Program Offerings
Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
8 Paid Holidays per year, including 1 floating holiday.
The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
The Company expects to accept applications for this position until September 28, 2024 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions.
EOE/Diversity & Inclusion Statement
Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind.
Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.