What You Will Do
- Provide first point of contact for all client requests by phone and email, ensuring response SLA targets are met
- Follow up on tickets (requests and incidents) closely with end-users and ensure the ticket lifecycle does not exceed the defined standard
- Maintain constant communication with clients for assigned tickets
- Identify recurring issues and propose improvements to reduce ticket volume and enhance user experience
- Provide technical support for users and devices (PCs, laptops, Macs, smartphones), including troubleshooting, resolution, and escalation of issues.
- Coordinate IT onboarding and offboarding processes, including provisioning/deprovisioning of hardware, software, account access, and licensing
- Monitor and investigate NOC alerts
- Prioritize and manage multiple requests based on urgency/impact of request
- Perform administration across various applications and systems
- Work closely with other IT team members to ensure the highest possible level of service
- Ensure documentation is regularly updated and accessible, including standard operating procedures and troubleshooting guides
What We Are Looking For
- Minimum 2-3 years’ experience in a similar position with a Managed Services provider.
- Ability to help users install and configure smartphones (IOS, Android)
- Extensive experience with Windows (10/11) and Mac devices (desktops and Laptops)
- Strong knowledge of on-premises Active Directory, Entra ID, Office 365 cloud administration, SharePoint, Teams, OneDrive for Business, Remote Desktop environments, VPN connections.
- In-depth knowledge of the Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
- Strong knowledge of Windows Server and associated services such as DNS, DHCP, Print, and File services
- Strong interpersonal and communication skills, both verbal and written, with the ability to communicate and articulate technical information simply with a customer-first mindset
- Experience with ticketing systems (ConnectWise is an asset)
- Strong analytical and problem-solving skills
- Able to adapt and quickly develop an in-depth technical understanding of new technologies, systems, and applications.
- Strong ability to analyze situations, diagnose problems, and develop and implement solutions
- Ability to prioritize and multi-task several requests in parallel
- Able to work independently or in a team with minimal supervision
- Exceptional time management and self-management skills.
- Self-motivated and directed
- Extremely detail-oriented
- Involvement in Entra ID, SharePoint, and Office 365: The role will focus on day-to-day administration and frontline support rather than big architectural changes such as
- User lifecycle tasks (account creation, updates, and deactivation) in Entra ID, including password resets and MFA-related support, using appropriate helpdesk/Entra roles to perform the same actions in hybrid AD.
- Basic license assignments and adjustments in Microsoft 365, along with mailbox and Teams/SharePoint access changes following existing standards.
- Initial troubleshooting of authentication issues, access problems, and common SharePoint/Teams/Exchange Online incidents.
- Ticket levels for Windows Server, DNS, DHCP, etc.: Helpdesk tech will mainly work on L1 incidents and requests on Windows Server and core services such as DNS and DHCP. This includes:
- Basic health checks, service restarts, user-impacting issues (e.g., login failures, print/file share access), and following documented procedures to resolve or gather diagnostics.
- First-pass troubleshooting of DNS resolution problems and DHCP lease/scope issues.