Help Desk Level 1 Jobs

Would you like to join a fast-paced managed services team where your decisions have a direct impact on the business? Simnet is looking for a bright, passionate and highly motivated IT Support Analyst to provide excellent customer service and IT support to our clients.

The role:

• Monitor health and system alerts, and act accordingly. Includes resolving incidents and escalating as necessary
• Configure, deploy & support PCs / Laptops /Smart Phones and other equipment
• Maintain and support printers and other network peripherals
• Perform maintenance and push out patches as per client schedule
• Troubleshoot, install and repair hardware and software
• Ensure that requests are properly logged, assigned, and responded to in a timely manner and according to agreed SLA’s
• Remote in to assist clients with support tools such as N-able and TeamViewer
• Provide first level support and problem resolution for incoming calls received via telephone and email through remote and onsite support
• Monitor configure and troubleshoot Firewall and WAN connections
• Perform Exchange Migrations, Adds, Moves, and Changes to accounts and server databases and DAG components
• Complete daily operational documentation in client knowledge base
• Monitoring, configuring and maintain Windows Server 2008-2016

Requirements

• Ability to manage small projects under specific customer guidelines and meet hard deadlines
• Demonstrate high initiative and ownership of issues
• Ability to identify impact and urgency; escalate situations requiring urgent attention - have the wherewithal to recognize where more eyes are needed
• Work during our core business hours however flexibility is required given the nature of the business
• Thrive in a fast paced, ever-changing environment and achieve predetermined goals
• Commit to continuous education, certification, and self-improvement
• Excellent written skills to document clear concise notes/documentation for client or internal use
• Ability to lift 25 lbs (servers, SANs, switching equipment)
• Travel to client sites as needed. A reliable vehicle is required for this position
• Interpret client needs and relay back information in a non-technical manner
• Participate in a rotating on-call schedule in a 24x7 environment
• Excel in making customers feel great about their support experience regardless of the outcome

Required Education, Skills and Qualifications:

• Familiarity with Remote Monitoring software such as N-able and TeamViewer.
• ITIL® v.3 Foundations
• Strong network knowledge of routing, vLANs, storage fabrics, OSI layers, wLAN, DNS and WAN principals
• Familiarity with VOIP administration, call routing and automated attendant principals
• Familiarity with Data Backup Technologies: Veeam Backup and Replication, Veeam Cloud Connect, and other cloud backup technologies
• Windows Server 2008, 2012 and 2016
• Diploma/degree in computer science or networking infrastructure studies
• 1+ years utilizing a ticketing system to maintain timely and accurate records
• 1+ years configuring, troubleshooting and optimizing VMware environments
• 1+ years of solid IT help desk skills. Experience in managed services (MSP) or value-added reseller (VAR) environment is a plus
• Experience troubleshooting mail flow issues in Microsoft Exchange (On-Premise & Office 365)
• MSCE, MCE or MCP

Benefits

• Vacation & paid time off
• Life insurance
• Company events & social hours
• Casual dress
• Education reimbursement
• Extended health care
• Bonus scheme
• On-site parking