The Managed Services Delivery Consultant is responsible for resolving complex technical issues for a wide variety of clients through various means including on site, e-mail, and phone, while working with desktops and servers, and networking technologies.
Job Duties and Responsibilities :
Provide technical customer support for clients usually on-site or occasionally through remote support
Initial incident receipt, ticket creation, basic fixes, password resets, application troubleshooting, operating system / networking basic troubleshooting, virus clean ups, transactional MAC (move / add / changes) such as security group changes, email changes.
Technical problem resolution. If no solution is available, tier 2 personnel escalate incidents to a senior tier.
Knowledge and experience of Microsoft Windows Server Active Directory administration
Perform assessments of client environments using provided training and tools
Provide excellent customer service and communication to clients
Produce accurate and informative technical documentation
Prioritize and execute tasks in a high-energy environment
Deal effectively with all levels of customers and team members
Work well under pressure and manage expectations effectively
5-7 years IT experience in a similar role
1 year Technical training from polytechnic or equivalent college diploma
Microsoft Certification preferred
Knowledge, Skills and Abilities :
Work effectively individually or as part of a team with great interpersonal and consulting skills
Configure and troubleshooting Microsoft Windows workstation operating systems
Install, configure and troubleshooting Microsoft Office products
Experience with Service Now and Kaseya Remote Support Software or other current remote support tools
Experience with troubleshooting remotely and in person
Experience installing / troubleshooting applications.
Excellent written and oral communication skills and the ability to communicate technical information with clients both internal and external (C-level to front-line employees)
Support of Printers and peripherals
IT security understanding and support
Good organization skills
Ability to research and apply knowledge effectively