IT Professional (L1)

• Work with Clients to develop a deep understanding of their needs and translate those needs into product requirements that satisfy their demands
• Receive requests for service and products details from customers and provide timely responses
• Effectively communicate features and benefits of solutions and manage prospect expectations throughout the lifecycle of the account
• Maintain in-depth product knowledge of the service offerings of the company
• IT support relating to technical issues involving Microsoft’s core business applications, as well as virtual environments built on Microsoft.
• Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, etc.
• Engineer and implement system solutions for customers using technologies that meet their needs
• Work with our Project & Security Teams to develop solutions.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, Terminal Services
• System documentation and consulting services to include system reviews and recommendations
• Communication with Clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

• Attend meetings and ensure opportunities are compliant with company policy
• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Escalate service or project issues that cannot be completed within agreed service levels
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
• Develop in-depth knowledge of the services and how it relates to partner needs
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ConnectWise as it occurs
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as activities or service tickets into ConnectWise

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the required knowledge, skill, and/or ability. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• 5 to 10 years experience (Certifications are a plus)
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: the ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
• Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Fortinet, Cisco CCNA, or VMware VCP