Description

COMPANY

Parachute is a Managed IT Service Provider. We have a friendly and supportive work environment, with a hands-on leadership team. Our client base is comprised of a wide variety of businesses, professional service firms, and non-profit organizations located in San Francisco, the East Bay, along the Peninsula, the South Bay, and throughout the Sacramento Valley with many with national and international remote offices.

POSITION

In this position we are looking to add a highly experienced individual to adhere to a level of technical expertise and customer service professionalism. The Service Desk (also known as Help Desk) team is located in both US and Philippines and is an important and essential part of our company. Day-to-Day activities include working on escalations, server work, coordinate mini projects for customers, and supporting the team as needed. This is a fantastic career opportunity for a proactive, highly motivated individual who wants to utilize his or her current tech skills and leadership knowledge. Occasional local client visits may be required.

The ideal candidate will have solid tech skills, with the ability to quickly and efficiently triage issues. Responsibilities include, but are not limited to:

Handle Escalation Tickets.
Review Quality of Tickets.
Act as a Mentor
Assist with “mini-projects” assigned by the Director of Professional Services
Troubleshooting PC and Mac issues via remote login or occasional onsite visits
Updating client IT documentation and tickets
Contacting vendors on behalf of clients
Act as subject expert for malware and virus issues
Maintain and troubleshoot Microsoft 365 environment as senior resource
Troubleshooting Azure environments, including servers, workstations, and AAD

Requirements

Required Technical Skills:

Ability to easily troubleshoot and resolve PC and Mac-related hardware, software, operating system, email, printing, and network issues
Strong familiarity with both Mac OS and Windows
Strong familiarity with Windows server services and differences between on premise and cloud environments
Strong familiarity with networked printers and print servers
Expert with Microsoft Office 365 and on-premise mail connectors
Expert with Google Suite Email
Expert understanding of mail flow in Exchange Online, Google mail, and third party email filtering solutions, with an ability to troubleshoot mail delivery issues.
Expert with Microsoft Word, Excel, Powerpoint, and Sharepoint (Desktop & Online)
Expert with Active Directory, Azure AD, and Azure AD Connect
Expert with Single Sign-On Technologies
Highly experienced with Meraki Networking
Highly experienced with Cisco Secure Firewall and Cisco FTD
Highly experienced with VMware and Microsoft Hyper-V
Highly experienced with Cisco Catalyst Access points and wireless controllers.
Highly experienced with Mobile Device Management and Microsoft SCCM
iPhone/Android setup, configuration, and sync-issue resolution
Virus/malware removal and prevention
Familiarity with an IT service ticketing system and creating IT documentation
Troubleshooting and investigating email compromises within Microsoft 365 environments
PowerShell/Azure PowerShell scripting a major plus

Required Personal Skills:

Excellent verbal and written communication skills
The ability to work independently as well as with our team
Reliable, on-time, personable, and customer-focused
The ability to multi-task and work across a range of IT issues with various timelines and priorities
Poise and patience during phone-based tech support and potential onsite visits
Solid writing skills to document work completed and create/maintain IT documentation for clients
Comfortable working with a variety of clients, other techs, and HW/SW vendors
Energetic, able to switch gears quickly from job-to-job / task-to-task
Desire to learn; independently and on the job

Experience

Minimum 10 years of experience in the IT support industry working with business environments
Minimum 10 years of remote/help desk experience, ideally in a managed IT service environment
Minimum 3 years of experience in a senior engineering role
Experience with ConnectWise ticketing system is a major plus

Certifications Required (both)

M365 Certified: Admin Expert
CompTIA Server+

Certifications Required (1 of below)

CompTIA Net+ (or Cisco CCNA)
Microsoft Certified: Azure Administrator Associate

BENEFITS

Quarterly compliance bonus plan
Medical
Dental
Vision
Life Insurance
401k + company matching
15 paid days off (vacation and sick) to start
Paid Major holidays
Paid day off for your birthday

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