Dedicated IT Support Technician (PT) - Cleveland

A Dedicated IT Support Technician plays a critical role in delivering exceptional customer service and technical expertise while working directly at the client’s location. This position requires a deep understanding of the client’s IT infrastructure, business processes, and operational workflows, ensuring that IT services align with the organization’s goals while maintaining a high level of productivity and client satisfaction.

Primary Responsibilities

• Resolve end users' ticket requests; these requests are derived from text, chat, email, and walk-ins
• Strong ability to prioritize and multi-task
• Strong Communication and interpersonal skills with clients and co-workers
• Resolve Tier 1 and Tier 2 service tickets
• Resolve issues that arise with the network, wireless, and or server infrastructure
• Set up new user laptops/desktops using Intune and train end users on this technology
• Work with the primary contact to ensure escalation and timely resolution
• Work with vendors on issues that require the involvement of outside vendors
• Work with internal Accellis teams to assist with critical issues that cause a business disruption
• Travel to different client locations as needed to complete necessary tasks and assist or train users
• Ensure KPIs are being met in client satisfaction and ticket closure
• Configure and Troubleshoot issues with Microsoft Intune/Azure
• Maintain comprehensive documentation and inventory of assets

Additional Responsibilities

• Maintain proper communication with the Client Strategy Team or Technical Account Manager (TAM)/vCIO on issues that are not getting resolved in a timely manner.
• Partner with the TAM to focus on the client’s long term goals and needs.
• Work with the Escalation team on any issues that is out or scope or need escalation
• Cross-train with other Dedicated IT resources with similar clients and provide backup as needed
• Train and ensure other Dedicated IT members are comfortable and knowledgeable when needed
• Work with the Project team and aid on projects for the client.

Requirements for the Role

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP, etc.
• Knowledge of deploying Intune Policies
• Networking skills: switching, routing, firewalls, WLAN, VPNs, AWS, Azure, Client to Site, Site to Site, etc.
• Knowledge of Microsoft Azure Environments
• Interpersonal skills: such as telephony skills, communication skills, active listening and client-care.
• Diagnosis skills of technical issues.
• VMware experience
• Hyper-V experience
• Barracuda product knowledge is a plus
• Ability to multi-task and adapt to changes quickly if priorities change.
• Ability to excel in both reactive and proactive work
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all the organization’s key IT services for which support is being provided.
• Understanding support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving and remote environment.
• 2-5 years of IT experience.