Primary Responsibilities:
- Provide technical support for desktop computers, Microsoft products, third-party software, and cloud applications.
- Troubleshoot network issues involving WAN/LAN, firewalls, security, DHCP, DNS, and connectivity.
- Implement and support remote access solutions including VPNs and Remote Desktop Services.
- Handle escalations from help desk, project teams, and managed services groups.
- Update documentation and manage tickets in compliance with company policies.
- Conduct on-site maintenance and end-user support.
- Participate in 24x7 on-call rotation shifts.
- Be able to regularly travel for troubleshooting issues at scheduled visits.
Skills and Qualifications:
- Minimum 3 years of customer-facing IT support experience.
- Proficient in Microsoft technologies (Active Directory, Group Policy, Office 365, Exchange).
- Solid hardware and mobile device troubleshooting skills (iOS, Android).
- Experience with firewalls, routers, switches, wireless controllers, and WAPs; familiarity with Cisco, SonicWALL, Sophos, Meraki.
- Strong networking knowledge: TCP/IP, DHCP, DNS.
- Experience with hypervisors like VMware and security tools (Sentinel One, Sophos, Malware Bytes).
- Working knowledge of Microsoft desktop operating systems; MacOS experience is a plus.
- Strong oral and written communication skills.
- Familiarity with ConnectWise products is preferred.