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Exigo is a 30 year IT firm supporting client IT infrastructure across the USA. This position is responsible for providing Tier 2 network support and design services in our managed services division. Knowledge of cloud
Main Responsibilities
Identify, isolate and troubleshoot level 2 or higher IT related problems.
Assist Tier 1 support teams as needed.
Log and track customer requests using a problem-tracking tool. As appropriate, escalate problems to tier 2 or 3 level support teams and outside support vendors.
Follow up on requests according to Service Level Agreements.
Work with Remote Support and Monitoring tools.
Analyze and where appropriate reproduce problems that have been reported to the Service Desk, documenting steps required to reproduce
Foster excellent relationships and communications with Customers, Teams, and Vendors.
Can heavily research problems and express a solution consistently and correctly in writing and do so with good grammar, spelling, and overall good written communication skills.
Provide intermediate level support for the Microsoft suite of products (Word, Excel, Access, Project, Publisher, Power Point, Windows 7 or higher, Internet Explorer, Visio) and Desktop applications (Microsoft Outlook, Trend Micro Antivirus, VNC, Active Directory)
Provide support for network equipment from Cisco, Fortinet, DATTO, Aruba, HP, and more.
Provide second level support for AWS, Azure, Office 365 and Google G-suite Administration functions
Provide support for hosted PBX systems
Working Relationship & Contacts
You will be in direct contact with customer liaison and the users of the customer’s network.
You will be in contact with MSP team members for the customer, including the lead consultant (vCIO) for the customer.
Communicate with Director of Managed Services .
Personal Requirements
Minimum 5 years of college or equivalent work experience preferred
CCNA, CCDA, MCSE, MCSA preferred but not required
Professional presentation and phone manner
A strong understanding of how a network environment operates and how applications function within the environment
Strong understanding of WAN, LAN and TCP/IP. Knowledge of Cisco or Fortinet routers preferred, although not required
Must be consistently punctual, dependable and reliable
Presents ideas and initiatives both formally and informally
Persuades and influences for results
Accepts ownership of the problem until it is resolved
Generates new ideas leading to opportunities or cost-savings
Shows awareness of global trends and new developments in information technology and networks, including standards, protocols and architectures
Some telecommunications experience, in particular IP telephony
Able to work independently. Strong organizational skills with attention to detail and the ability to prioritize
Strong interpersonal and collaboration skills, resourceful and proactive team member
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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