Configure, diagnose, and resolve technical infrastructure and support issues for clients in a timely manner, meeting or exceeding SLAs. Identify root causes and recommending permanent solutions, staying up-to-date with technology offerings, providing support to all clients, and contributing to advancing IT capabilities.
Responsibilities:
- Configuring and troubleshooting firewalls, servers, switches, access points, video surveillance systems, VoIP phone systems, desktops, and laptops.
- Responding to escalated customer requests promptly, meeting or exceeding SLAs, and communicating in advance if unable to do so.
- Collaborating with the NOC/SOC to resolve outstanding issues and providing recommendations for vendor resolution.
- Analyzing and resolve customer issues promptly.
- Proposing automation solutions for increased efficiency and reduced recurring issues.
- Delivering excellent customer service during interactions.
- Following up with clients to ensure satisfaction.
- Keeping up to date on changing technologies, patches, and services.
- Completing relevant training and certifications.
- Providing consulting feedback to the Sales team for new customer environments.
- Managing multiple projects, activities, and tasks concurrently.
Qualifications:
- Associates or bachelor's degree in a relevant field.
- Minimum of 5 years of work experience.
- Certifications in Fortinet, Cisco, Azure, Microsoft, and Cyber Security.
- Strong diagnostic and problem-solving skills, with the ability to resolve hardware and software issues.
- Proactive approach to work.
- Excellent customer service skills.
- Ability to identify trends and reduce recurring issues.
- Willingness to travel to customer sites as needed (less than 10%).