Job Information
Secure Networks IT Service Desk Technician in Hyannis, Massachusetts
We are a Managed and Cloud Services Provider in the South Shore/Cape Cod area of Massachusetts! We support the latest technologies and carefully test and research every product and service that we offer. Efficiency, Speed, and Reliability are absolute qualities that we apply to every task we undertake. Due to continued expansion, we are seeking an IT Service Desk Technician ? Level 2+ (MSP) with previous MSP experience. The IT Service Desk Technician - Level 2+ (MSP) is a full-time role that includes full benefits, 401(k) with company match, ongoing training, and advancement opportunities! The IT Service Desk Technician / Level 2+ (MSP) will be taking escalated tickets using ConnectWise. The IT Service Desk Technician / Level 2+ (MSP) is primarily focused on Windows IT infrastructure support including servers, storage, cloud, virtualization, firewalls, routers & desktops. Requirements: Troubleshoot and fix problems with hardware, software and networks Provide Support for Microsoft 365 environments including Office 365, Azure AD, Intune, SharePoint, etc. Provide technical support for the latest Windows 10, Windows 11, MacOS, Android and iOS devices Support Windows Server, experience with configurations is a huge plus Strong Network experience: SonicWall and Ubiquiti a plus Experience with ConnectWise or similar MSP tools (Autotask, Kaseya, Ninja, etc) Responsibilities: Serve as the first point of contact for customers seeking technical assistance Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by customers Walk the customer through the problem-solving process Direct unresolved issues to the next level of support personnel Provide accurate information on IT products or services Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures Provide night and weekend coverage (as needed and on a rotation basis) for tickets scheduled by Dispatch Meet ticket service level agreements (SLA) as defined by management Accountable for time-tracking daily activities and recording in ConnectWise Experience: ConnectWise: 2 years (Preferred) License/Certification: CompTIA Network+ (Preferred)