Job Description

We are expanding our Technical Support Services team and we are looking to integrate a new Technical Support Specialist. Serving new and existing customers, this role will be supporting Managed Services (MSP), Products, Systems, and Services offerings. The role will also cover various support tasks and initiatives, ranging from system monitoring to Tier I support, Deskside support to triage, and will include opportunities for technical and professional growth.

Job Responsibilities Include:

• Support MAPSYS Internal Systems – provide Tier One support with escalation to the Manager
• Tier One support for MAPSYS MSP customer requests
• Tier One support for named MAPSYS Product’s customer requests
• Deskside and Equipment support, both onsite and remote
• Manage Connectwise/Sentinel One update and antivirus policies
• Manage Connectwise Alerting
• Assist in low level deployment tasks on scheduled work when feasible (PC deployments)
• Review MAPSYS and MSP customer’s backup status, and resolve/escalate issues as needed.
• Collaborate to produce MSP reports, and escalate outstanding items with appropriate teams.
• Review outstanding support tickets for each customer and escalate where required.
• Prepare Quarter Business Review (QBR) reports for each MSP customer
• Participate in Internal and Customer Facing QBR for MSP Accounts

Preferred Skills or Experiences

• 2 to 5yrs of Helpdesk or Customer Support experience
• Active Directory experience
• O365/M365 experience (email/users/passwords)
• PC and Printer support
• Experience interacting with end-users and/or customers
• Experience using a ticketing system like ConnectWise, Redmine, or ServiceNow
• Associates or Bachelor’s Degree, or requisite certifications or experience
• Comptia A /Net certification is appreciated, but not required.
• Any other industry specific certifications (VMware, CCNA, etc)
• Solid communication skills

Tools / Interface to be supported (experience preferred, not required)

• Active Directory
• Microsoft Teams
• Microsoft M365
• Connectwise
• Sentinel One
• Redmine
• HCL Notes
• VMware
• Veeam

Job Type: Full-time

Pay: From $45,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Columbus, OH 43215