Job Purpose
Exigo is a 30 year IT firm supporting client IT infrastructure across the USA. This position is responsible for providing Tier 2 network support and design services in our managed services division. Knowledge of cloud
Main Responsibilities
- Identify, isolate and troubleshoot level 2 or higher IT related problems.
- Assist Tier 1 support teams as needed.
- Log and track customer requests using a problem-tracking tool. As appropriate, escalate problems to tier 2 or 3 level support teams and outside support vendors.
- Follow up on requests according to Service Level Agreements.
- Work with Remote Support and Monitoring tools.
- Analyze and where appropriate reproduce problems that have been reported to the Service Desk, documenting steps required to reproduce
- Foster excellent relationships and communications with Customers, Teams, and Vendors.
- Can heavily research problems and express a solution consistently and correctly in writing and do so with good grammar, spelling, and overall good written communication skills.
- Provide intermediate level support for the Microsoft suite of products (Word, Excel, Access, Project, Publisher, Power Point, Windows 7 or higher, Internet Explorer, Visio) and Desktop applications (Microsoft Outlook, Trend Micro Antivirus, VNC, Active Directory)
- Provide support for network equipment from Cisco, Fortinet, DATTO, Aruba, HP, and more.
- Provide second level support for AWS, Azure, Office 365 and Google G-suite Administration functions
- Provide support for hosted PBX systems
Working Relationship & Contacts
- You will be in direct contact with customer liaison and the users of the customer’s network.
- You will be in contact with MSP team members for the customer, including the lead consultant (vCIO) for the customer.
- Communicate with Director of Managed Services .
Personal Requirements:
- Minimum 5 years of college or equivalent work experience preferred
- CCNA, CCDA, MCSE, MCSA preferred but not required
- Professional presentation and phone manner
- A strong understanding of how a network environment operates and how applications function within the environment
- Strong understanding of WAN, LAN and TCP/IP. Knowledge of Cisco or Fortinet routers preferred, although not required
- Must be consistently punctual, dependable and reliable
- Presents ideas and initiatives both formally and informally
- Persuades and influences for results
- Accepts ownership of the problem until it is resolved
- Generates new ideas leading to opportunities or cost-savings
- Shows awareness of global trends and new developments in information technology and networks, including standards, protocols and architectures
- Some telecommunications experience, in particular IP telephony
- Able to work independently. Strong organizational skills with attention to detail and the ability to prioritize
- Strong interpersonal and collaboration skills, resourceful and proactive team member