Helpdesk Technician

Job Type: Full Time Helpdesk Technician (permanent)

Hours : 9am – 6pm EST

Job Availability January 15-30

The Role & Responsibilities

Our Helpdesk team is the frontline to all of our customers daily issues and problems, we take pride is knowing that we deliver a fast and efficient service that allows them to run their business while we worry about their IT problems.

We are looking for a remote resource to help be the "go to" person for daily tickets. This role will report to the Technical Support Manager and assist in all daily helpdesk tasks.

This role will encompass the following:

•      Help customers by phone, chat, zoom/teams, and email

•      Utilize the Helpdesk ticket system for creating, updating, and resolving tasks

•      Answering ticket request from users from respected clients

•      Remote assistance on end users computers to resolve trouble tickets

•      Assist with cybersecurity tools and remediations

•      Manage O365 eco-system

o     End user Creation and deletion

o     Adding/removing Groups/security

o     Lite Sharepoint administration

o     MFA Enable/Disable

o     Work with all Office 365 web apps

•      Troubleshoot Computer / Desktop / Laptop / Network devices / Mobile 

•      Engage in Documentation and upkeep of it

•      Create Standard Operating Procedures for fixes and solutions

•      Work with the team to come up with innovative ideas to further help clients

About You:

People that do best in this role have these personality traits and work habits:

•      Very technical and computer savvy with strong troubleshooting abilities. If you know what RAM and SSD are, and everyone in your family always calls you to fix their computer issues, we're looking for you

•      You are a problem solver that loves to find the root cause of the problem and self-diagnose, fix, or recommend a fix.

•      Loves helping and training others including co-workers and customers.

Qualifications:

•      Fluent in English speaking, reading, and writing

•      Must have access to reliable internet connection

•      At least 1.5yr exp. In IT or equivalent helpdesk, etc..

•       Working knowledge of Microsoft 365 tenant administration

•       Strong troubleshooting skills for Windows/macOS, line-of-business apps, and mixed hardware      

      environments

•       Understanding of networking fundamentals (DNS, DHCP, VPN, firewalls)

•       Excellent communication and documentation skills

•       Comfortable working in fast-paced, rapidly changing environments

•       Strong analytical and problem-solving mindset

•       Solid grasp of basic IT security best practices

•       Reliable time-management and organizational skills

Bonus Points:

•      MacOS and apple troubleshooting exp

•      Experience working for an MSP or Cybersecurity company

•      Any experience creating Technical Documentation

•      Spanish speaking

•      Experience with Sonicwall, Unify, O365, security tools, Microsoft Applications

•      Exceptional Troubleshooting and problem solving skills

•      MSP Ticketing systems, RMM tools, etc...

Compensation Package:

•      Based on exp $1200 - $2100

•      Paid Time off up to 10 days a year

•      Paid Holidays

•      Paid Training resources

•      Yearly Bonuses based on performance