Technical Support Specialist
Job Summary
intY US, a ScanSource, Inc.
company, is a leading cloud-only distributor, helping ambitious IT businesses succeed through providing premier SaaS solutions, top-class training, simplified PSA integrations and unrivalled support.
Reporting to intY's Technical Operations Manager, The Technical Services Engineer will predominantly be responsible for providing consultative break-fix support service and will also support the wider team in a technical capacity around both pre-sales and go-to-market execution.
The main focus of the role will require an individual capable of providing 1 st and 2 nd tier break-fix support across a breadth of cloud services from vendors, including, but not limited to, Microsoft, Acronis, Bitdefender, BitTitan, and Exclaimer.
This role requires the candidate to demonstrate a passion for technology and to proactively position products and solutions to the channel when presented the opportunity.
Job Duties
* Provide 1st and 2nd tier support to partners and customers of intY.
* Liaise with 3rd party vendors, including but not limited to Microsoft and others, regarding technical cases and upcoming product changes
* Liaise with 3rd party vendors to escalate and resolve cases that cannot be resolved in-house
* The management and ownership of a support ticket through to resolution - this is a cradle-to-grave ticketing approach.
* Undertaking professional service tasks, as and when directed by the Technical Services Manager.
* Provide world-class customer engagement.
* Effective case management in line with defined processes.Liaising with end users and customer's IT Support Staff to resolve issues within pre-defined SLAs (Service Level Agreement).
* Educate team members, partners and customers on how to troubleshoot similar issues as they arise.
* Work with the wider business in delivering business goals and objectives including but not limited to supporting both Sales and Marketing within a technical capacity
* Acquire and maintain certifications including but not limited to Microsoft
Qualifications/Skills
Required:
* At least 2 years' experience working within an IT Help Desk or similar environment.
* Experience in providing technical support for M365 products including but not limited to Teams, Exchange Online, SharePoint, OneDrive, and Power BI
* In-depth understanding of configuring/troubleshooting Windows Server, SQL Server, Remote Desktop Services, Exchange Server, Hyper-V, Domain Controller and DNS Server
* Demonstrates knowledge of licensing Windows Server, SQL Server, Remote Desktop Services, Exchange Server and their relevant CALs
* Familiar with setting up different identity services like Active Directory and Entra ID
* Comfortable working independently and part of a team
* Ability to handle and prioritize a high case load
* Maintains a positive attitude during difficult customer engagements
* Shows a desir...
- Rate: Not Specified
- Location: Greenville, US-SC
- Type: Permanent
- Industry: Finance
- Recruiter: intY
- Contact: Recruiter Name
- Email: to view click here
- Reference: TECHN004057
- Posted: 2024-09-11 08:41:33 -
- View all Jobs from intY
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