Job description
Simplex-IT is a growing Microsoft focused Managed Service Provider (MSP) based in Stow, Ohio. We have an opening for a Level 3 Service Desk Technician. In this role, you will provide support as well as mentor techs and be a final point of escalation for tickets on the service desk. We offer a relaxed drama-free environment with cool people, and there will be many opportunities to continue to grow. Now let's get to the details.
This job is primarily work from home (after the initial onboarding and training), with occasional visits to office (Stow, OH) or client sites (Primarily NE Ohio).
Declaration of Duties:
We are looking for someone to be a reliable Level 3 Technician for the service wing of our company. This individual should be able to appropriately triage emergency and non-emergency requests using the various tools we have in place. Such a candidate will need to utilize critical thinking and problem-solving to remediate client issues. This Technician will also help with escalations from their peers. The Service Desk is a fast-paced, but laid-back environment which will require the ability to manage your time efficiently.
The ideal candidate must be an excellent communicator and remain calm while working with clients and other technicians. This individual must be able to accurately gather information, prioritize tasks, and take the appropriate actions for ticket resolution. Previous customer service of any kind is desirable. This position requires attention to detail, strong time management skills, and an innate desire to deliver customer service excellence. Patience and attentiveness to customer needs is always required.
Responsibilities:
- Mentor and support other technicians and assist in their professional development.
- Triage and work tickets based on impact as well as urgency.
- Follow, create and maintain documented processes and procedures for client issues.
- Help maintain and improve a culture of positive engagement and improvement.
- Constantly expanding their skillset as new technologies arise.
- Perform after-hours work when needed.
- Working as a team or individually.
- Complete onsite tasks as needed.
- Take on escalated service tickets.
- Proficient response and turnaround time.
- Communicate, communicate, communicate!
Responsibilities:
- Mentor and support other technicians and assist in their professional development.
- Triage and work tickets based on impact as well as urgency.
- Follow, create and maintain documented processes and procedures for client issues.
- Help maintain and improve a culture of positive engagement and improvement.
- Constantly expanding their skillset as new technologies arise.
- Perform after-hours work when needed.
- Working as a team or individually.
- Complete onsite tasks as needed.
- Take on escalated service tickets.
- Proficient response and turnaround time.
- Communicate, communicate, communicate!
Required Skills:
General:
- A commitment to customer service excellence.
- The ability to mentor, teach, and motivate other technicians.
Hard (Tech) Skills:
- Strong knowledge/experience in Windows Server & Desktop environments.
- A strong understanding of Networking in its entirety. This includes routers, switches, firewalls, modems, and any other endpoint attached to the client's environment.
- Create and manage solutions in a Microsoft environment whether it be On-Premises, Hybrid, or Cloud based (Azure).
- Strong knowledge of Virtual environments.
Understanding of cybersecurity principles and best practices.
Soft (Non-Tech) Skills:
- A calming presence, and a positive attitude.
- A love of (and ability to) solve problems & challenges.
- Effectively work from and maintain a schedule.
- Active listener with excellent communication skills.
- A commitment to personal professional development.
Bonus Points!:
- Customer service.
- Previous experience with a Managed Service Provider (MSP).
- Deploy, configure, troubleshoot, and maintain BCDR solutions.
- The ability to write and test scripts.
- An understanding of automation within PSA's & RMM's.
- Outstanding organizational abilities.
- Previous experience with ticketing and/or PSA systems.
- Relevant industry certifications (or equivalent experience).
- A degree in Information Systems, Computer Science, or related field.
- Experience with macOS and Linux environments.
At Simplex-IT you will feel confident in your role, appreciated, and will be on the right track toward a more rewarding career. Simplex-IT considers our employees key to our business success, so you will be well led, well managed, and offered challenging and diverse work. Simplex-IT supports professional development and will reward you with additional bonuses and/or salary upon achieving certain certifications. Reliable transportation is required.
Who are YOU?
You are undergoing a journey as an IT Engineer with experience in a technical environment. You are a professional, self-motivated, and hardworking problem solver. We desire an individual who enjoys innovation, creativity, and can deliver. You should always be looking to further develop yourself. You have a skilled eye for detail, and a well laid out approach to achieve a job well done. You're not a loner. You listen to the issues, are sympathetic to the problems, and have a strong desire to help. You would also be expected to undertake whatever is necessary in the successful delivery of the team promises, projects, and client expectations. You work best in a team environment, collaborating between co-workers to assist clients.
Who are WE?
Simplex-IT is a Microsoft focused Managed Service Provider based in Stow, Ohio. We are a people focused, flexible medium-sized company with a 'can do' attitude. Simplex-IT provides managed services and cloud solutions to organizations in Northeast Ohio and beyond. Simplex-IT spends a lot of time and effort specializing in our services and expertise. We have been recognized both locally and nationally several times over as a Weatherhead100 and an MSPMentor501 MSP. Simplex-IT has an excellent team, guided by great management delivering superior solutions to first-rate clients. And we're not done yet.
Simplex-IT does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. Simplex-IT encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.
We are interested in a great addition to our team!
For all positions, we offer:
- Interesting work that will challenge you
- Strong leadership and supportive management
- Opportunities for career growth
- Flexible hours
- Mutual trust within a friendly consultative team environment
Benefits:
- 401(k) matching
- Paid Health insurance, including Dental and Vision
- Employee assistance program
- Flexible schedule
- Unlimited paid sick and vacation time
- Professional development assistance
Schedule:
- 8-hour shift
- Monday to Friday
Education:
- High school or equivalent (Preferred)
Experience:
- Windows Server support: 4 years (Required)
- Network infrastructure: 3 years (Required)
- Office 365 Management: 3 years (Required)
- MSP: 1 year (Preferred)
Ability to Relocate:
- Stow, OH 44224: Relocate before starting work (Required)
Work Location: Hybrid remote in Stow, OH 44224