The ideal candidate will have at least 2 years of remote support experience, excellent communication skills, and the ability to work independently in a fast-paced environment.
Work Model:
Hybrid (Must be located in or willing to commute to our client’s offices in PA, NJ, NY, or CT.)
Key Responsibilities:
- Maintain the health of client networks.
- Troubleshoot and resolve server and network issues.
- Create and deploy scripts using RMM tools.
- Monitor and maintain backup systems for client environments.
- Manage Mobile Device Management platforms.
- Assist with onboarding new customers.
- Recommend products/services based on customer needs.
- Document issues and resolutions in ticketing systems.
- Adapt to changing work environments and manage time efficiently.
- Collaborate with other engineers on large deployment projects and troubleshooting.
- Mentor junior engineers on technical topics.
Leadership and Team Responsibilities:
- Collaborate with other teams to ensure effective customer support.
- Advocate for customer support teams internally and externally.
- Foster positive relationships through clear communication of technical solutions.
Technical Responsibilities:
- Resolve technical support issues promptly while adhering to company standards.
- Log, prioritize, and track incidents in line with SLAs.
- Monitor incident trends and work on root cause analysis.
- Support the installation and maintenance of managed service platforms.
- Troubleshoot software issues and work with vendors for support.
- Ensure technical documentation is kept up to date.
Qualifications:
- Required Experience:
- 2+ years in a consulting role.
- 1-3 years of experience with RMM tools (e.g., Kaseya, Automate, NCentral).
- 1-3 years of experience writing scripts (Powershell, command line).
- 1-3 years working with VMware vSphere, backup and disaster recovery, and server OS/application backup.
- Experience with security technologies (firewalls, IPS, web filtering).
- Strong troubleshooting skills for device and network issues.
- Additional Requirements:
- Ability to participate in an on-call rotation for after-hours emergency support.
- Relevant field education, certifications, or equivalent experience.
