Service Desk Technician Level 3 – MSP

Responsibilities

• Maintain and improve technical support services
• Resolve customer issues during on-site visits
• Install servers and firewalls
• Prioritize support requests and troubleshoot end-user tickets
• Ensure customers are satisfied and tickets are escalated if needed
• Document actions and maintain attention to detail
• Collaborate with team to improve service quality
• Provide exceptional customer service with a positive attitude

• 3-5 years in the technical support field, support desk, and IT industry
• Willing to learn and grow with your team members/co-workers
• Strong Windows troubleshooting & problem-solving skills
• Some Server troubleshooting & problem-solving skills experience
• Experience with Firewalls
• Printer issues, local and network, simple or large, and multi-purpose
• Internet connectivity, FTP file transfers, webmail access
• Mapped drive connection issues, logon scripts, create new user accounts
• Troubleshoot virus-infected workstations and laptops
• File rights & folder permissions, offline folders, and remote file sharing
• Wireless access, wireless peripherals, Bluetooth devices, VPN connections, remote desktop, terminal services, remote web workplace
• Previous experience using Connect Wise is a plus
• Previous experience using Kaseya family of products is a plus
• Client on-sites are required hence you must live in or near Phoenix, Arizona