Bowman Williams

Has experience working for an MSP (Managed Service Provider). Knows how to use tools such as N-able, ConnectWise and ITglue. Provide remote and onsite IT technical support to client end users with the highest quality in customer service. Minimum of 5 years’ experience working in an IT support role – MSP (Managed Service Provider) experience a must.. Bowman Williams is a national specialized staffing firm for Cloud Service Providers and Managed Service Providers.

managed services

Managed Services (MSP) Escalation IT Engineer $75,000 - $85,000
About The Ideal Candidate:
Proven experience taking escalation tickets
Has experience working for an MSP (Managed Service Provider)
Knows how to use tools such as N-able, ConnectWise and ITglue
Has strong computer hardware, software and networking skills (primarily in Windows environments)
Is very customer service oriented and is focused on customer satisfaction; must be willing to provide white-glove service to clients
Must love working in a fast-paced environment.
Has a passion and curiosity for computers and technology
Has the ability to communicate to non-technical people in plain English and without “Geek Speak”
Has excellent time management and organization skills
Has excellent troubleshooting and diagnostic skills
Is willing and able to occasionally work evenings and weekends
Essential Functions:
Provide remote and onsite IT technical support to client end users with the highest quality in customer service
Create and process technical support requests to resolve client issues in a timely fashion
Utilize research tools as needed in support activities including reviewing client documentation, vendor knowledgebases and publicly available resources
Maintain knowledgebase documentation to ensure accurate articles about client configurations or resolutions to known issues
Thoroughly document all client support communication and actions taken in the processing of support tickets including items such as the specific steps taken to resolve issues, communicating ticket status and setting client expectations
Perform timely follow up activities with clients by e-mail or phone to verify success of support activities when client was unavailable for review at the time of service (for example after hour service)
Knowledge and Experience / Qualifications:
5+ years of hands-on experience configuring, troubleshooting, and repairing Cloud-based networking, Windows servers and workstations, Firewalls, Microsoft 365, Active Directory and Azure Domain Services.
Mid-level experience with Networking
Mid-level experience with Cloud Networking.
Mid-level experience with Windows 7, Windows 10
Mid-level experience with DNS, VPN, DHCP, WINS.
Hands on experience with Cyber Security (NIST framework)
Excellent high-level troubleshooting, attention-to-detail, organization, communication and customer service skills.
Excellent time management skills and the ability to efficiently multi-task, adapt and stay calm under pressure to any changes or client emergencies.
A+ / Security + / Network+ Certification / Azure 900 / Azure 104 (additional certifications are a plus)
Minimum of 5 years’ experience working in an IT support role – MSP (Managed Service Provider) experience a must.
Excellent problem-solving skills with the ability to efficiently work client technical issues through to resolution using knowledge, experience, system documentation, vendor support and online resources
Installation and support of server technology – Microsoft Windows Server, Active Directory, DHCP, DNS, FTP, IIS, VPN, TCP/IP, Remote Desktop/Terminal Services, VDI, SOPHOS, Meraki, Fortinet, Office/Microsoft365, Azure AD, Intune, Google Apps, domain management, Hyper-V, VMware ESX, SQL, network topology, network printers, scanners, hardware and software installation
Installation and support of workstation technology – Microsoft Windows (workstation operating systems), Microsoft Office Suite, QuickBooks, Adobe Acrobat, Firefox, Chrome, Remote Desktop, software installation, printer installation, driver installation
Responsibilities:
You must be willing to be a knowledgeable resource to other team members
This is a customer-service oriented position requiring multi-tasking skills as the technician will be expected to work on existing service tickets as well as receive and respond to incoming tickets
The technician will receive customer technical support service requests via phone or e-mail and perform remote and/or onsite technical support for customers’ IT networks, servers, desktops and laptop systems
The technician will be responsible for monitoring the ticketing system and responding to incoming support requests by phone, e-mail and the ticketing system
Provide remote and onsite IT technical support to client end users with the highest quality in customer service
Create and process technical support requests to resolve client issues in a timely fashion
Utilize research tools as needed in support activities including reviewing client documentation, vendor knowledgebases and publicly available resources
Maintain knowledgebase documentation to ensure accurate articles about client configurations or resolutions to known issues
Thoroughly document all client support communication and actions taken in the processing of support tickets including items such as the specific steps taken to resolve issues, communicating ticket status and setting client expectations
Perform timely follow up activities with clients by e-mail or phone to verify success of support activities when client was unavailable for review at the time of service (for example after hour service)
Health insurance
Life insurance
Paid time off
Vision insurance
Mid
Location About the Company
Bowman Williams is a national specialized staffing firm for Cloud Service Providers and Managed Service Providers. Ranked by Forbes as one of America’s top 200 Best Staffing Firms in America, we are a good resource for candidates looking to advance their careers in the Cloud Solutions and Services industry. #J-18808-Ljbffr

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