Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Support, Maintain and Monitor all current and future versions of Microsoft, Google and Apple software and services
• LOB applications (Sage, Microsoft Dynamics, Fishbowl, Quickbooks)
• Virtualization technologies (VMware, Citrix, Hyper-V)
• Network infrastructure (WAN/LAN/WLAN connectivity, routers, firewalls, DNS, websites)
• Anti-virus/anti-malware solutions (Webroot)
• Disaster recovery solutions (On-premise and Cloud backups)
• Remote access solutions (VPNs, Terminal Services, Citrix)
• Storage solutions (SAN, NAS)
• Printers, copiers, fax machines
• Phone Systems (VoIP, Avaya)
• Security surveillance systems and related components
• MSP management system alerts and notifications
• Service ticketing system

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Administration and maintenance of Labtech
• Maintain accurate documentation on a per client basis
• Communicate with customers as required in a professional and courteous manner
• Occasional travel to client locations for onsite work
• Occasional work at night and on weekends
• Recommend improvements for customer service and satisfaction
• Meet or exceed client SLAs
• Escalate service or project issues that cannot be completed within SLAs
• Communicate clearly and effectively with team members and clients
• Develop an awareness of how IT relates to each client's business strategies and goals
• Document internal processes and procedures related to duties and responsibilities
• Keep accurate records of time and expenses in our PSA app
• Remain up-to-date with current and future technologies emerging in the industry

Qualifications

REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• BA/BS in a related field or the equivalent of at least 5 years experience
• All Professional IT Certifications are a plus
• Must be able to comfortably and articulately communicate over the phone with friendly CEOs
• Superior diagnostic skills
• Ability to learn how to use new software quickly and teach others
• Thorough understanding of support tools and troubleshooting techniques
• Strong ability to leverage available resources under pressure
• Accurately type at least 20 wpm
• Ability to follow instructions while at the same time be self-guided
• Communicate technical concepts in plain English
• Punctuality
• An understanding of when to have fun and when to get work done

Additional Information

HOW TO APPLY FOR THIS POSITION
Reply to this post and attach your resume and cover letter (.pdf ONLY).
Rate your knowledge of the following in the body of your email after your name:
On a scale of 1-4 (1=Heard about it, 2= Have Used It, 3=Know it Well, 4=Expert), please rate what you know about the following:

Labtech
Connectwise
Disk Imaging Solutions
VMWare
Exchange Server
Active Directory
iPhone and Android phones
Mac OS X
Mac OS X Server
Group Policies
Providing support to end users
Managed switches
NAS
SAN
Batch Scripting
Disaster Recovery
Network Security
Project Management
Quickbooks
Networking