As our Service Support Engineer, you will be at the forefront of delivering top-tier customer service and technical expertise. You are not just an engineer; you are ensuring our clients technology experience is nothing short of exceptional.
Job Description:
Responsibilities include, but not limited to:
- Accept incoming client troubleshooting calls and make outbound calls in response to email requests.
- Engaging in voice and email communication with clients
- Troubleshoot client side issues via screen share tools as needed
- Troubleshoot server and cloud applications as needed
- Laptop/Desktop preparation and setup, utilizing knowledge of Windows and its configuration. and knowledge of network environment and inter-connectivity with servers and printers
- Client account administration in Office 365 and Active Directory
- Tracking scheduled work, engaging in communication around that scheduling, and updating the schedule and client as changes occur
- Assess the need for documentation updates and inform management of any necessary changes
Qualification and Technical experience Required:
- At least 6 years of professional work experience in the IT industry
- Knowledge of Apple devices and MacOS is must
- Experience with Apple MDM such as JAMF is added advantage
- Expertise of Intune and Microsoft Modern Workplace
- Expertise in Windows configurations and services
- Expertise of DNS (internal and external)
- Expertise of networking, both physical and virtual
- Intermediate knowledge of cloud solutions (AWS, Azure, or OCI)
- Working knowledge of virtualization, clustering, and high availability
- Working knowledge of Active Directory (Both on-premises and Azure AD)
- Working knowledge of M365 licensing, configuration, best practices, and feature set
Education and Certificates
- Degree in Computer Science, Information Systems, Engineering or other related discipline preferred
Certifications:
