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Tier II technical support at boutique Washington DC MSP

Employer
Work Consultants
Location
Washington, DC
Closing date
Jun 16, 2019

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About Work ConsultantsWork Consultants (www.workconsultants.com) is a security-focused, high-touch, white-glove, managed IT services provider catering to organizations in the Washington DC metro area who value exceptional IT services as an asset to their mission. Working at Work Consultants is different from working at other MSPs:Each tech has assigned clients so that he/she has a personal connection with each client.We staff only highly competent techs so that every engineer is capable of addressing all of their clients' needs, thereby engendering a deep understanding of their environment and needs.We measure success by the quality of our work, not by the billable hour.We value a low-stress environment; we take on only those clients whose values align with ours. Job description This position is ideal for an autonomous self-starter with strong troubleshooting skills who can manage the scheduling of his/her time. While the position is mostly work-from-home, it does require client-site visits; therefore, reliable transportation is required. When not at client sites, remote support shall be provided from the location of your choosing including Work Consultants' WeWork hot-desk offices; we're a modern, distributed workforce with no dedicated office space. Compensation W-2 employment. Pay between $50k-$100k commensurate with experience and fit.Health insurance from CareFirst BlueCross BlueShield with 0% employee contributionCorporate AMEX for client purchases - no out-of-pocket expensesThinkPad X1 Carbon with AT&T mobile broadbandiPhoneWeWork hot-deskingLiberal leave policy Required soft skills Friendly, constructive, patient, and empathetic interaction with clientsPunctuality; the workday starts at 8:30 AM; we are addressing tickets or at a client site at that time, and the workday ends when we've done what's necessary to make our clients happy.Adherence to our two-hour first-response SLA for new end-user support requestsAdherence to written standards for internal processes Required technical skills and abilities Responsive end-user supportExcellent written verbal communication skillsRemote support: phone, ticketsOn-site support Competent desktop supportAdministration of all Windows OSs: performance troubleshooting; reliability troubleshooting; disk space remediationTroubleshooting, upgrading, and replacement of PCs and their peripheralsAbility to lift and carry computers, monitors, printers, etc. Mobile device supportHelp clients configure work email, 2FA/MFAAnswering clients' basic mobile-related questions Competent Windows Server administrationActive Directory administrationDomain controller administration and lifecycle management: user account administration and lifecycle management; GPO administration; internal DNS records management Competent network infrastructure supportKnowledge of network infrastructure and Ethernet wireless protocolsPublic DNS records managementSecurity certificate administration and lifecycle managementAdministration, troubleshooting, and lifecycle management of firewalls (SonicWALL); enterprise wireless (Aruba); managed switches; printers, scanners, UPSs Competent Microsoft cloud ecosystem managementMicrosoft Office 365 administrationUser management, licensing, MFA, etc.Exchange Online administration: mailbox management, mail flow rules, etc.Basic understanding of Microsoft Azure platform is a plus Desired experience (our stack)Client-facing software, services, and hardwareVeeam Backup and ReplicationHPE Proliant serversSynology NASsExperience with Lenovo ThinkPads and desktops and software, and brand terminologyInternal servicesZendesk: responding to end-user generated support requestsSolarWinds N-Central: remote monitoring and management of PCsSlackConnectwise Manage responding to tickets generated by client devicesConnectwise Control (fka ScreenConnect): remote desktop control tool Thank you for your interest,Work Consultants

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