L1L2 Helpdesk Technician

This is a remote position.

• Work directly with client IT teams and/or end users.
  
• Provide tiered support services to internal project teams and external client teams.
  
• Manage and support various Cloud services including messaging IAAS Backups Remote Access and other technologies.
  
• Escalate client or internal issues to appropriate teams and subject matter experts.
  
• Report on client and cloudbased infrastructures including risk analysis uptime overall performance and trending metrics.
  
• Maintain internal documentation and abide by governance procedures and policies.
  
• Adhere to Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) in place.
  
• Assist with internal initiatives relating to infrastructure operations including production and development infrastructures and implementing demonstration/conceptual infrastructures for client engagements.
  
• Explore new product offerings that may align with existing portfolio.
  
• Maintain certification and take courseware relevant to solution offerings cloud solutions and modern workspaces (e.g. Azure Microsoft 365 Citrix etc.).
  

Requirements

• 2 years of experience with key Microsoft technologies specifically cloud solutions and modern workspaces (e.g. Azure Microsoft 365 Citrix etc.). Technical certification is encouraged but not required.
  
• Familiarity with Citrix technologies; entrylevel certification preferred but not a must.
  
• Understanding of Cloud technologies and cloud concepts with a focus on Azure.
  
• Strong understanding of supporting components in a Microsoftbased network including Active Directory DNS DHCP and Group Policy Management.
  
• Understanding of local and wide area network technologies.
  
• Ability to work with end users and troubleshoot application and/or servicerelated issues determine the root cause and effectively capture resolution steps within internal systems.
  
• Knowledge of ConnectWise Cisco 365 ITGlue is a plus.
  
• Exceptional written and verbal communication skills.
  

• Should be willing to accept a longterm workfromhome arrangement.
  
• Should be amenable to a permanent night shift schedule.