Find Jobs with
Capstone Search Advisors
Service Desk Specialist 826335
679 Danbury Rd Ridgefield, CT 06877 US
Job Description
Fairfield County MSP is looking for a new team member to provide exceptional technical support to their managed clients. This hybrid position is ideal for professionals who thrive in collaborative environments and enjoy solving complex problems. The Service Technician is responsible for providing daily technical assistance for to clients in a professional and friendly manner. The ideal candidate will have proven, successful experience working in a Managed IT Services environment.Â
RequirementsÂ
• Provide friendly, professional customer service to clients.Â
• Quickly troubleshoot and resolve end user technical issues in a ticket queue. Support less experienced technicians by working on escalated issues and helping others to learn.Â
• Support for client computer networks including business related technologies including Windows operating systems, Office 365, Remote Access usage, VOIP, mobile devices, etc.Â
• Support disaster recovery backup solutions.Â
Understand and able to manage Routing and switching concepts including ACLs, Ports, VLANs, etc. Sonicwall experience a plus.Â
• Solid experience in managing Active Directory and GPOs.Â
• Experience with VM Ware and Microsoft Hyper V a plus.Â
• Comfortable with troubleshooting LAN and WAN technologies.Â
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outagesÂ
• Work with vendors/partners as needed to resolve client issuesÂ
• Provide detailed documentation and explain resolutions for escalated issues.Â
• Maintain high level of client satisfaction.Â
• Work in a team and communicate effectively.Â
• Escalate service issues that cannot be completed within agreed service levels. Responsible for entering time and expenses in ConnectWise as they occur.Â
• Work through a daily schedule in ConnectWise that has been established through the dispatch process.Â
• Enter all work as service tickets in ConnectWise.Â
• Maintain certifications required for position.Â
Ability to multi-task and adapt to changes quickly.Â
Ability to de-escalate situations.Â
Educational/Vocational/Previous Experience RecommendationsÂ
• BA/BS, preferably in computer science or a related field.Â
• 2+ years experience technical experience in a service business.Â
• MSP experience a plus.Â