houston_tx
|
Managed Services
KiZAN Technologies has an immediate need for an exceptional individual to join our family as a Managed Services - Tier II Support. The ideal candidate will have strong communication skills, is a true team player with a commitment to success, has leadership skills, and will be able to thrive in a fast paced, rapidly-changing environment. Role duties and responsibilities: Addresses and resolves incidents and requests; logs all incidents and requests; engages other KiZAN support resources to resolve incidents that are beyond the scope of their ability or responsibility Level 2 support for problems identified with systems and network; will act as an escalation point for Level 1 support Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude Create, request, and present technical specifications and requirements for purchasing new servers and networking equipment via quote procedure Participate in after-hours upgrades, troubleshooting, and/or on-call availability as needed Ensures the end-to-end customer experience and provides a single point-of-contact for the customer Analyzes and resolves incidents and requests regarding use of application software or hardware Logs and tracks incidents and requests from identification through resolution Following up with other support staff involved in resolutions to ensure incidents are resolved, requests are completed, and customer communication is complete Documents resolutions and updates self-help and staff knowledge bases Contributes to knowledge-management process by maintaining current and developing new knowledge documentation, increasing ability to resolve requests on first contact Performs proactive maintenance tasks as scheduled for customers Assists with monthly reports and recommendations for managed services clients Interface with third-party vendors as liaison between client and vendor Utilize superior customer service skills Stay current with system information, changes, and updates Provisions, maintains, and removes security privileges for users of customer systems Assists in review and creation of standard operating procedures updates Authorization to work in the US without sponsorship Performs other duties as assigned Minimum requirements: This role will be on-site with a client in the Houston, TX area On call duties required Team player with excellent communication skills Ability to manage assignments independently Possess a nurturing personality and the desire to help in the development and mentoring Tier I technicians Competency (advanced knowledge) in five or more of the following technologies: Office 365/Microsoft 365 administration Mail Teams SharePoint Online SCCM/Intune administration MDT VMWare Citrix SAN technologies HPE Nimble QNAP Synology Network firewall, switching, and wi-fi hardware Cisco/Meraki SonicWall Dell HPE Ubiquiti Microsoft Azure Azure Virtual Desktop Azure Site Recovery Intermediate understanding of O365 administration and configuration Advanced technical knowledge of Microsoft Windows operating systems and built-in add-on applications Active Directory Sites and services Domains and trusts DHCP DNS Group policy NPS (network policy server) RRAS (routing and remote access) Hyper-V Competency in MS Office suite Microsoft certifications preferred; relevant experience can be used as an alternative Ability to review and report on retention hold policies and labels Ability to review dashboards and provide analysis of data presented Understanding of alerts Understanding of archives and importing data Mandatory skills and abilities: Two to five years of prior IT experience; prior experience working for a service provider is a plus High school diploma required; technical degree preferred Experience supporting software/hardware for multiple customers Demonstrated ability to achieve successful outcomes in handling difficult situations and work with various customers and management levels Ability to work in a fast-paced environment Ability to manage multiple priorities and follow through on projects to completion Works effectively both as a team member and independently Effectively utilizes tools to resolve issues and escalates appropriately Network configuration, monitoring, and troubleshooting experience Demonstrates ability and desire to learn Demonstrated ability to learn customer support processes and techniques Written and verbal communication skills Analytical skills Ability to solve problems Preferred skills and abilities: Competency in ITSM ticketing solutions Proficiency in using RMM support tools Customer-service orientation and/or prior customer-service training Strong understanding of Microsoft technology framework Active Directory experience Office 365 administration Understanding Office 365 identity models (synchronized vs. federated vs. cloud-only) Add/Remove users and groups Basic licenses and application Ability to review and analyze Office 365 productivity score and usage reports Ability to review and report on Office 365 service health and message center Understanding of domains in Office 365 Assigning administrative roles Familiar with Azure AD Connect Exchange Online Ability to manage recipients Advanced mail flow understanding Ability to perform message traces Assigning permissions to resources and mailboxes Understanding of litigation hold and online archives Understanding of advanced threat protection in Exchange Online Understanding of recipient types (user mailboxes, shared mailboxes, resource mailboxes, public folders, etc.) Security and Compliance Center Advanced overall understanding of Office 365 Security and Compliance Center, Microsoft 365 Security, and Microsoft 365 Ability to review and report on retention hold policies and labels Ability to review dashboards and provide analysis of data presented Understanding of alerts Understanding of archives and importing data EEO/AA Employer
