Job Description

Summary

Our client is a leading IT Solutions Company in the Phoenix, AZ area and they are in need of a Help Desk Support Level III Technician . An IT Technician’s role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the IT Technician will be to respond to support requests in a timely manner, be the initial reference point for all IT support related tickets, and to ensure the satisfaction of the end user, among other technical duties.

• Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
• Provisioning and system setup for new hires.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Use remote tools and diagnostic utilities to aid in resolving support requests.
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Install antivirus software and ensure virus definitions are up to date.
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Network firewall and switch administration and maintenance.
• Optimizing and maintaining network software and hardware
• Building and deploying file servers and cloud computing solutions
• Configuring and deploying VOIP solutions
• Manage Microsoft Exchange Server
• Telephone solutions
• Monitors alert systems and take appropriate action as per guidelines.
• Ability to use various messages in an event log to affect repairs.
• Receive escalated service requests requiring an enhanced response.

Qualifications & Requirements

• Having worked in an MSP environment is a MUST ! No exceptions!
• Minimum of 4 years hands-on experience configuring, troubleshooting and repairing networking equipment, Windows servers and workstations, Exchange server and Active Directory

• 2-3 years of experience in a client-facing environment such as sales engineering
• Knowledge and familiarity with RMMs (i.e. Connectwise, Kaseya, etc) is a must!
• PSA (ticketing system) Experience is a must!
• Excellent verbal and written communication skills and is comfortable working with clients at a business level to understand their current and historic issues regarding their business and technology

• Possesses strong organizational and time-management skills 

• Experience writing proposals for and implementation of technical solutions to fulfill business needs 

• Results-oriented, self-motivated, energetic, professional, reliable, and a team player
• Strong understanding of technology and business productivity systems

• Ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills

• Sales training experience is a plus

• Having worked in an MSP environment is a major plus.

Ideal Qualifications (not required)

• CCNA or CCIE-Cisco certifications
• CompTIA Net+ and/or CompTIA Security+ 

• MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert)


Our client offers challenging work, career opportunities, a pleasant work environment, and ongoing training.

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