IT Support

This is a remote position.

Responsibilities:

• Provide first-level contact and convey resolutions to customer issues.
  

• Properly escalate unresolved queries to the next level of support.
  

• Track, route, and redirect problems to correct resources.
  

• Walk customers through problem-solving processes.
  

• Follow up with customers, provide feedback, and see problems through to resolution.
  

• Utilize excellent customer service skills and exceed customers’ expectations.
  

• Ensure proper recording, documentation, and closure of trouble tickets.
  

• Recommended procedure modifications or improvements.
  

• Preserve and grow knowledge of help desk procedures, products, and services.
  

Requirements

• Hybrid Infrastructure – Cloud-hosted servers (Microsoft 365, hosted VMs, domain controllers) with on-premises replication and authentication servers.
  
• Remote Networking – Experience with Meraki MX67 firewalls, Unifi switches, Aruba APs, site-to-site VPN configuration, and guest Wi-Fi management.
  
• Cloud Services & Licensing – Skilled in Microsoft 365 administration (Basic and Standard licenses), cloud backup management, and integration between on-prem and cloud environments.
  
• Endpoint & Security – Familiarity with Windows Defender, Office 365 email filtering, CrashPlan backups, and mixed endpoint environments (physical and virtual).
  
• Troubleshooting & Disaster Recovery – Ability to manage and recover from outages, perform backup restores, and coordinate disaster recovery actions.
  
• Documentation & Ticketing – Proficient with maintaining clear technical documentation and using standard MSP ticketing platforms.
  

• With HMO Coverage for eligible locations
  
• Permanent work from home
  
• Immediate hiring
  
• Steady freelance job