About this role
Description
This role is a pivotal part of ensuring that technology runs smoothly for our CloudHQ team members, third-party vendors, and support personnel. You will perform desk-side, phone, remote, and site support for our data center team. Using your strong problem-solving skills, you will identify complex problems and review related information to develop, implement and evaluate solutions.
Principal Duties and Responsibilities
• Install and configure Microsoft Office 365, Microsoft Azure, Microsoft Intune, Windows 10 operating system, cloud-based applications, and other third-party software
• Arrange for purchasing and supply of IT-related equipment for users across multiple sites
• Arrange and manage corporate mobile device plans
• Respond to IT support requests, prioritize needs, diagnose issues, provide a resolution, and/or escalate requests
• Monitoring system updates and performing routine maintenance
• Continuous self-learning of new technology is expected
• Develop and maintain local networks
• Ensure security and privacy of networks and computer systems
• Provide orientation and guidance to users on how to operate new software and computer equipment
• Organize and schedule upgrades and maintenance without deterring others from completing their work
• Maintain records/logs of repairs and fixes and maintenance schedule, Zendesk
• Identify computer or network equipment shortages and place orders
• Perform system backups, test restorations
• Support ISO27001 policies and procedures
• Additional projects, tasks, and duties as needed
Requirements
Education: Bachelor’s Degree – IT, highly preferred
Experience: 3 - 5 years of technical support experience
Required Knowledge/Skills/Abilities:
- In-depth understanding of computer networking, PC/Mac environments, server support, phone system administration
- Experience with Microsoft Office 365, Microsoft Azure, Remote Desktop support systems
- Strong communication skills with excellent customer service orientation
- Ability to prioritize, multi-task, and be self-motivated
- Availability for on-call support and the occasional weekend or after-hours support
- Ability to maintain strict confidentiality with the security of information, operating with a high degree of professional discretion
- Experience with Cloud Technologies such as ShareFile, SharePoint, Intune, etc.
- Familiarity with windows & Linux shell commands, E.G. Ping, Tracert, Netstat
- Excellent diagnostic and problem-solving skills
- Good knowledge of internet security and data privacy principles
- Degree in Computer Science, Engineering or relevant field experience is required
- Certifications are an advantage (e.g. CompTIA A+, Microsoft Certified IT Professional)
Preferred Qualifications: Cisco hardware, Exchange, and cloud environments is highly desired