About this role
The Service Desk Department is the single point of contact for client IT issues, responsible for managing client expectations and delivering exceptional customer service. We are seeking a strong Tier 2-3 Service Desk/Field Technician to provide remote and on-site support for small and medium-scale enterprise business networks. This position requires travel to client sites within the Philadelphia, PA area (100% in the field), after-hours and/or weekend work as needed to meet client needs.
Resolve 90-95% of tickets generated from clients, alarms, internally etc. within a set period of timeManage and follow daily schedule of dispatched tickets and projectsInstallation and Configuration of network devices (Switches, Firewalls, Wireless Access Points etc.)Administration and troubleshooting physical and virtual servers (DNS, DHCP, AD, Azure AD, Group policy etc.)Administration and troubleshooting of cloud solutions (Microsoft/Office 365, Google Workplace etc.)Follow ITIL/ISO based processesMeet Key Performance Indicators (KPIs) and MetricsManage client expectationsIdentify patterns and issues in our process and delivery and provide recommendations for improvement and automationIdentify and offer potential solutions for recurring issuesMaintain internal and client documentationEscalate tickets to other service delivery areas as neededCabling and network equipment installationSecurity Camera installation At least 1+ years in a service desk or field technician roleDetail orientedStrong organization skillsStrong troubleshooting skillsA broad range of technology experience (Servers, Desktop, Printer, Security, Cloud Services, Networking Equipment etc.)Microsoft 365 and Google Workplace AdministrationExperience working in a high-paced service desk/help desk environmentExperience in MSP environment preferredMust have reliable transportation All your information will be kept confidential according to EEO guidelines.