ARE YOU A RISING STAR WHO HAS AMBITIOUS PLANS FOR YOUR CAREER AND THE DETERMINATION TO SEE THEM THROUGH?
ARE YOU A LIFELONG STUDENT WITH AN UNQUENCHABLE THIRST FOR KNOWLEDGE?
DO YOU THRIVE ON BEING THE ONE TO FIND THE BEST SOLUTION TO RESOLVE A TECHNICAL ISSUE?
If you answered, "YES," to these questions, we want to talk to you today!
At Vortex our mission is to set a new standard in customer service for the IT service industry with an engaged and enthusiastic team dedicating themselves to providing an exceptional experience. We believe that we can provide our clients an outstanding experience by putting our employees first. Each employee at Vortex can look forward to the following benefits: Yearly certification exams, goals with monetary rewards, and an excellent opportunity to learn and grow within the company. We're a team and understand that life happens so let's work together to make sure you and our clients are as happy as can be.
Vortex is a Washington, DC-based MSP with a focus on First-Party Microsoft platforms and solutions. All our technicians, engineers, and sales staff hold multiple Microsoft certifications. Our goal is to help our customers get the most out of the Microsoft ecosystem and eliminate the need for costly third-party solutions. This is primarily a remote, WFH position. We are looking for someone in the Washington, DC area to join our team as we like to get together as a company periodically to celebrate successes and participate in company events in the area.
Job details:
Provide tier two support to end users remotely or on customer site
Work on escalated tickets to find timely resolutions to complex customer issues
Install, configure, patch, support and maintain various Windows and Mac operating systems
Deploy hardware including workstations, monitors, and other PC peripherals
Identify users' needs; analyze, isolate, and prevent issues
Interface with customers in a professional manner, over the phone and in person
Must be able to perform and meet expectations with minimal supervision
Handling customer technical support cases through phone and email submission
Updating the company documentation with any new or changed information.
Maintain client confidence by keeping their information confidential
Preparing reference material for users by drafting operation instructions
Advanced Troubleshooting: Resolve more complex technical issues that were escalated from Tier 1. Including, but not limited to: DNS issues, database problems, VPN setups, application integrations, server modifications, and more.
End-User Training: Provide guidance and training to end-users on using software and systems more effectively.
Incident Management: Manage incidents from start to finish, ensuring timely resolution and customer satisfaction.
Root Cause Analysis:Analyze recurring issues and work on permanent solutions to prevent future incidents.
Network Troubleshooting: Diagnose and address network connectivity problems, including firewalls, switches, WAPs, and VPNs.
Server Administration: Understands and performs server maintenance and administration tasks.
Documentation and Knowledge Management: Contribute to the development and improvement of the knowledge base.
Job requirements:
You must have experience with provisioning, administering, and troubleshooting various components of Office 365 including but not limited to Sharepoint, Teams, Exchange Online, Entra ID, Intune, and more.
You must have experience with networking protocols and equipment including but not limited to physical and virtual firewalls, layer 2/3 switching, DNS, DHCP, TCP/IP, and more.
You have familiarity with Microsoft Dynamics.
You are a rising star who has ambitious plans for their career and the determination to see them through.
You are a lifelong student with an unquenchable thirst for knowledge.
You have a proven track record of executional excellence.
You have 4+ years of customer service/service industry experience.
You have 4+ years of tech support experience.
1+ years of MSP experience is strongly preferred.
You have or are working toward a BA/BS in computer science or a related fit. Or, have/are pursuing technical certifications.
Must have a valid license, vehicle and insurance
Benefits:
Health Insurance (company contribution)
Dental and Vision (paid for by company)
401K with company match
Performance based Bonuses
Sabbaticals
Over 3 weeks PTO + Holidays
Health and Wellness bonus
Unlimited Microsoft Certification Reimbursements
Ability for advancement and career growth
Company events
Great culture
Rapidly growing company
Annual Salary Range: $60,000 - $80,000 depending on qualifications and experience