MSP Corp | HSS+

What You Will Do

• Provide first point of contact for all client requests by phone and email ensuring response SLA targets are met
• Follow up on tickets (requests and incidents) closely with end-users and ensure the ticket lifecycle does not exceed the defined standard
• Maintain constant communication with clients for assigned tickets
• Identify recurring issues and propose improvements to reduce ticket volume and enhance user experience
• Provide technical support for users and devices (PCs laptops Macs smartphones) including troubleshooting resolution and escalation of issues.
• Coordinate IT onboarding and offboarding processes including provisioning/deprovisioning of hardware software account access and licensing
• Monitor and investigate NOC alerts
• Prioritize and manage multiple requests based on urgency/impact of request
• Perform administration across various applications and systems
• Work closely with other IT team members to ensure the highest possible level of service
• Ensure documentation is regularly updated and accessible including standard operating procedures and troubleshooting guides

What We Are Looking For

• Minimum 2-3 years experience in a similar position with a Managed Services provider.
• Ability to help users install and configure smartphones (IOS Android)
• Extensive experience with Windows (10/11) and Mac devices (desktops and Laptops)
• Strong knowledge of on-premises Active Directory Entra ID Office 365 cloud administration SharePoint Teams OneDrive for Business Remote Desktop environments VPN connections.
• In-depth knowledge of the Microsoft Office applications (Word Excel PowerPoint Outlook)
• Strong knowledge of Windows Server and associated services such as DNS DHCP Print and File services
• Strong interpersonal and communication skills both verbal and written with the ability to communicate and articulate technical information simply with a customer-first mindset
• Experience with ticketing systems (ConnectWise is an asset)
• Strong analytical and problem-solving skills
• Able to adapt and quickly develop an in-depth technical understanding of new technologies systems and applications.
• Strong ability to analyze situations diagnose problems and develop and implement solutions
• Ability to prioritize and multi-task several requests in parallel
• Able to work independently or in a team with minimal supervision
• Exceptional time management and self-management skills.
• Self-motivated and directed
• Extremely detail-oriented
• Involvement in Entra ID SharePoint and Office 365: The role will focus on day-to-day administration and frontline support rather than big architectural changes such as
  • User lifecycle tasks (account creation updates and deactivation) in Entra ID including password resets and MFA-related support using appropriate helpdesk/Entra roles to perform the same actions in hybrid AD.
  • Basic license assignments and adjustments in Microsoft 365 along with mailbox and Teams/SharePoint access changes following existing standards.
  • Initial troubleshooting of authentication issues access problems and common SharePoint/Teams/Exchange Online incidents.
• Ticket levels for Windows Server DNS DHCP etc.: Helpdesk tech will mainly work on L1 incidents and requests on Windows Server and core services such as DNS and DHCP. This includes:
  • Basic health checks service restarts user-impacting issues (e.g. login failures print/file share access) and following documented procedures to resolve or gather diagnostics.
  • First-pass troubleshooting of DNS resolution problems and DHCP lease/scope issues.

Required Experience:

Senior IC