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Help Desk Professional - Subject Matter Expert
Americus, GA
The MSP Subject Matter Expert (SME) will be responsible for providing technical assistance to the MSP Service Desk professionals to improve their first level resolution, increase their technical skill level and provide technical documentation to improve the overall performance of the desk.
Candidate will provide desktop and server support to remote users, while possessing excellent communication skills. They will have the ability to multitask in a fast paced team environment and possess the knowledge and expertise to resolve customer issues efficiently and accurately. This position requires an ongoing desire to acquire new skills to ensure technical competency.
Ideal candidate will be experienced in PC hardware installation, configuration, and troubleshooting. Proficient in Windows XP, Windows Vista, Windows 7, Windows Server 2003, Windows Server 2008, Windows Small Business Server 2003, Office 2003, Office 2007, Citrix, VoIP, Active Directory, NTFS Permissions, TCP\IP, VPN, Firewalls.
Responsibilities:
• Perform network troubleshooting to isolate and diagnose common network problems
• Upgrade network hardware and software components as required
• Install, upgrade, and configure network printing, directory structures, rights, security, and software on file servers
• Provide users with network/server technical support
• Establishes network users, user environment, directories, and security for networks being installed
• Perform internal escalation point for lengthy or advanced technical issues
• Perform off-hours scheduled activities that require additional time, advanced technical knowledge or high risk
• Assist with call queues and voicemails when necessary
• Establish customer relationships to ensure support is gained with them and resources are established for Q&A
• Create of knowledge articles for incidents escalated that could be completed as an FLR
• Be available to fill in when MSP professionals on 2nd and 3rd shift or weekends call in sick
• Be responsible for NOC coverage when required
Job Requirements:
• Demonstrated ability to embrace new technology
• Troubleshoot and bring problems to resolution
• Understand and adapt to a rapidly changing environment
• Thrive in a fast paced workplace with multiple priorities and regular interruption
• Provide prompt and courteous customer service
• Experience/Familiar with Active Directory
• Document and track trouble calls to final resolution
• Remote diagnostics and troubleshooting client workstations and servers
• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Ability to communicate effectively across all levels of the company and also with customers
• Ability to work in a team environment or autonomously
• Knowledge of N-Able, Zenith, Kaseya, ConnectWise, Autotask, and Sales Logix
• Knowledge of Information Security – Certifications are a plus
• Strong analytical, troubleshooting and problem-solving abilities
• Stay up to date on latest technologies, troubleshooting techniques and products
Education Requirements:
• Associates Degree or equivalent or 2-4 years of Service Desk support experience