BPO Senior - IT Outsourcing

Citrin Cooperman offers a dynamic work environment, fostering professional growth and collaboration. We’re continuously seeking talented individuals who bring fresh perspectives, a problem-solving mindset, and sharp technical expertise. We know you have choices, so our team of collaborative, innovative professionals are at the ready to support your professional development. At Citrin Cooperman, we offer competitive compensation and benefits and most importantly, the flexibility to manage your personal and professional life to focus on what matters most to you!

• Provide advanced Level 2/3 troubleshooting for Windows Server, Active Directory, Group Policy, Microsoft 365, Azure AD/Entra, Intune, and Windows endpoints.
• Support and resolve issues involving firewalls, switches, VPNs, and common network security platforms.
• Troubleshoot and maintain VMware and Hyper‑V virtualization environments.
• Manage and support backup and disaster recovery platforms, including Datto BCDR, Veeam, Acronis, and MSP
  360.
• Assist with onboarding new clients, infrastructure transitions, and standardizing configurations and documentation.
• Adapt quickly to new technologies across diverse client environments.

• Monitor service queues and ensure efficient workflow management and timely resolution of tickets.
• Balance technician workload and provide hands-on escalation support.
• Participate in daily stand‑up calls and collaborate with team members to ensure service excellence.

• Mentor service desk staff and support their technical growth.
• Conduct knowledge‑sharing sessions and provide feedback to leadership regarding staff development and performance.

• Identify recurring issues and contribute to root‑cause analysis to reduce ticket volume.
• Partner with leadership to refine SOPs, processes, and technology standards.
• Promote continuous improvement within the MSP environment.

• Communicate clearly and professionally with clients regarding escalations, recommendations, and project updates.
• Support account managers with technical insights and documentation.
• Work primarily remotely (90%) with the ability to visit regional clients onsite (10%) as needed.
• Maintain a polished, professional appearance in accordance with firm standards.

• Strong experience with Windows Server, Active Directory, Microsoft 365, Azure AD/Entra, Intune, and Windows endpoints.
• Proficiency with firewalls, switches/WiFi, VPNs, and common MSP security platforms.
• Experience with VMware/Hyper‑V, backup/DR solutions, and server/storage hardware.
• Familiarity with MSP tools including RMM (Ninja One, Automate, N‑able, etc.), PSA platforms, and documentation systems (IT Glue/Hudu).
• Power Shell scripting skills and basic automation experience; exposure to Power
  
  BI, Flow, or Fabric.
• Excellent communication and client‑facing skills; ability to mentor junior staff.
• Strong organizational, analytical, and problem‑solving abilities.