ROLE DETAILS  

• Strategically address the client's requests for support within service level targets
• React to provide real-time, on-time or same-day resolutions
• Troubleshoot to resolve or communicate the cause of most hardware/software issues
• Practice continuous education for yourself; sharing knowledge to improve your skills
• Utilize your ability to work independently and with a small team as required
• Balance communications to a wide-ranging audience of business users
• Gather appropriate information, screenshots and history for escalation to Level 2 Support
• Use technical documents from the Knowledge base to fulfill support requests

SKILL REQUIREMENTS

• Triage, Inbound: filtering calls, tickets and emails and routing to Level 2 support
• Triage, Alert: monitoring & responding to server notifications, antivirus triggers etc.
• Microsoft Baseline Support (Windows 10, 11, Office 365 basics, associated applications)
• Support Hardware, peripherals, M365 users' & management, mailbox and services
• Ensure time, tasks and documentation are consistently documented
• Participate in group-approval processes and feedback for continuous improvement

ADDITIONAL  

• Valid driver's license and transportation to/from
• Security Clearance and clean drivers abstract
• Maintain the ability to pass a Security Clearance check
• Participate in the Work-safe atmosphere
• Provide sufficient notice for time away/off to be approved by management
• Monday to Friday 9am to 5pm – 40 hours per week

INCLUSIONS  

• Expenses incurred in support of clients or their daily role and approved by a manager
• Continued education including courses, certifications and training
• Computer hardware to perform in their role

COMPENSATION  

• Vacation time
• Health & dental benefits included after 3-month probationary period
• Monthly review of personal and professional advancement and upcoming goals
• 6-month performance review and annual compensation review