We are working with a leading Managed Service Provider (MSP) and Value-Added Reseller (VAR) located in the vibrant North Phoenix area. They specialize in providing comprehensive IT solutions to businesses of all sizes, offering innovative technologies and exceptional service to help our clients thrive in today's digital landscape.We are seeking a Support Supervisor who is responsible for supporting the integrity of customer and internal systems, including customer-facing hosted and cloud environments, providing technical assistance to team members and customers, as well as acting as a lead for the support tech team.If you are interested in this opportunity, we encourage you to apply today!Responsibilities:IT Support relating to issues with the internal systems and network infrastructureIT Support relating to issues with the customer systems, hosted services, and cloud subscriptionsSupport services for Microsoft related technologies: Server, Desktop, Office 365, etc.Support services for virtualization technologies: VMware, Parallels, and supporting servicesTechnical services and support at the Level 2 network level: WAN and LAN connectivity, firewalls, and securitySupport disaster recovery solutionsRemote access solution support: VPN, Terminal Services, and Virtual DesktopsMonitor the remote monitoring and management system alerts and notifications, and respond accordingly through service ticketsAdministration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system reviewDocument maintenance for all computer systems and network infrastructureCommunication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesDesign and implement hosted and cloud solutions for customers using technologies that meet their requirementsParticipate in on-call rotation with member of the Services teamAdditional Duties and Responsibilities:Improve customer service, perception, and satisfactionAbility to work in a team and communicate effectivelyBusiness awareness: specific knowledge of the customer and how IT relates to their business strategy and goalsDocument internal processes and procedures related to duties and responsibilitiesResponsible for entering time and expenses in PSA as it occursUnderstand processes in Company support systems by completing assigned training materialsWork through a daily process that has been established by the Engineer in Charge (EIC)Work through tickets and projects as assigned by the EIC or by the Company leadershipEnter all work tickets into PSA with a description of work performed and the time utilizedReview IT publications and online materials to remain up to date with current and future technologies emerging in the industrySkills/Must have:Professional IT Certifications related to: Microsoft, VMware, Cisco, SonicWALL, Fortinet, and VeeamInterpersonal skills: such as telephony skills, communication skills, active listening, and customer-careDiagnosis skills of technical issuesAbility to multi-task and adapt to changes quicklyTechnical awareness: ability to match resources to technical issues appropriatelyService awareness of all organization's key IT services for which support is being providedUnderstanding of support tools, techniques, and how technology is used to provide IT servicesTyping skills to ensure quick and accurate entry of service request detailsSelf-motivated with the ability to work in a fast moving environmentSalary & Benefits:$55,000 - $75,000HealthcareBonusPTO
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