Key Responsibilities:
Client-Facing Technical Support
- Provide Tier 1 and Tier 2 technical support via phone, email, ticketing system, and remote tools
- Handle routine service requests, including password resets, printer issues, software installations, and general workstation troubleshooting
- Support and troubleshoot Microsoft Windows, macOS, Microsoft 365, and other common business applications
- Perform proactive support tasks such as system monitoring, patch management, and scheduled maintenance
- Deliver remote and onsite support to ensure minimal client downtime and maximum satisfaction
User Management & Onboarding
- Perform onboarding/offboarding procedures: account creation, mailbox setup, access rights configuration, and device deployment
- Manage Active Directory, including users, groups, computers, and GPOs
- Implement and maintain MFA, conditional access policies, and role-based security configurations
System Maintenance & Troubleshooting
- Configure and maintain end-user systems, VoIP devices, mobile devices, and peripherals
- Support cloud services such as Microsoft 365 (Exchange Online, Teams, SharePoint), OneDrive, Azure AD
- Troubleshoot basic to intermediate networking issues (firewalls, DNS, DHCP, VPNs, switches, Wi-Fi access points)
- Respond to alerts via remote monitoring and management (RMM) tools within SLA requirements
Documentation & Ticketing
- Accurately log client interactions, troubleshooting steps, and resolutions in the PSA system (e.g., ConnectWise)
- Maintain and update internal documentation including SOPs and knowledge base articles
- Assist with client-specific documentation such as network diagrams, asset inventories, and password lists
Vendor & Project Coordination
- Coordinate with third-party vendors for hardware and software support when necessary
- Assist in project deployments including workstation rollouts, Office 365 migrations, and network upgrades
- Provide onsite technical assistance for escalated support and infrastructure installations
Customer Service
- Maintain a professional, courteous demeanor in all client communications
- Translate technical concepts into user-friendly language for non-technical audiences
- Build trust and maintain strong client relationships by delivering consistent, high-quality support
Canada
United States