Remote Support Technician

Summary

Join the awesome team at ConnectOS and enjoy a competitive salary package, annual appraisal, paid vacation and sick leave, medical, dental coverage, life insurance, and more!

Requirements

• 3-5 years of L2 Service Desk/Support Operations Engineering experience preferably in an MSP environment
• ConnectWise Manage, Automate and IT Glue experience
• MS Office 365 and Exchange Server troubleshooting and administration
• An in-depth understanding of MS Active Directory and Group Policy
• LAN / WAN troubleshooting
• Previous experience working for a Managed Services Provider is highly regarded

Responsibilities

• To provide first and second level tech support to clients; answering support queries via phone and email
• Remote incident resolution and request fulfilment to SLAs. Be responsible for the appropriate allocation, coordination and escalation of support tickets
• Reduce the volume of incidents by identifying and eliminating root cause through the pro-active problem management process
• Collaborate with external partners to coordinate repair services for onsite desk equipment. When issues can’t be resolved internally, you will help set up additional technical support as needed
• Scheduling & Dispatch within ConnectWise
• Create Knowledgebase articles and process documents, where possible
• Basic network troubleshooting and fault finding
• Adherence to company’s service procedures

Preferred Qualifications

• Bachelor’s degree in information management, Information Technology, Information System, Computer Science, Business Administration, or equivalent
• A proven ability to demonstrate initiative and attention to detail
• A customer centric approach displaying both empathy and integrity
• ITIL experience and/or certification

Benefits

• Temporary Onsite (will transition to a Hybrid setup once regularized)
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities