Job Description

Position Summary:
Our MSP client is hiring Level 1 and Level 2 Support Engineers. These roles will provide high-quality technical support, troubleshooting and guidance to their clients. This position involves being the primary technical point of contact for a book of clients. Responsibilities include managing and maintaining any IT system or service each customer employs, troubleshooting plus resolving any IT technical issues that develop, and lots of documentation.


Overview:

Location: everyday On-Site, Tampa, FL

Compensation: Level 1: $20-$24/hour, Level 2: $25-$30/hour
Duration: 6 month contract with chance of Extensions

Must Have Experience:

Level 1: 1-3 years of MSP support/help desk experience

Level 2: 5 years of MSP support/help desk experience

• Experience with ticket management system and other applications such as ConnectWise, ServiceNow, Kaseya,
• Previous hands-on experience in the following areas is required:
• Microsoft 365, Microsoft Entra ID/Azure, Intune, Autopilot, plus on-premise Active Directory.
• Windows Server Operating Systems.
• Wireless Access Devices and VLANs.
• Mobile Device Management Experience.
• Experience with network troubleshooting (DNS, DHCP, VPN)
• PowerShell and Automation

Preferred Certifications:

• AZ-104 Microsoft Azure Administrator
• MS-102: Microsoft 365 Administrator
• JNCIA-Junos
• JNCIA-MIST
• JNCIS-MIST - Wireless
• JNCIS MIST - Wired
• JNCIS-ENT
• JNCIS-SP
• Fortinet NSE 4
• CCNA

Duties & Responsibilities:

• Provide Level 1&2 technical support to clients via incoming calls, email, or chat.
• Serve as the central integration point for all Microsoft 365 workloads.
• Coordinate and align activities across multiple Microsoft 365 services.
• Collaborate with architects and administrators overseeing infrastructure, identity, security, compliance, endpoints, and applications.
• Evaluate, prioritize, respond, and resolve in accordance with our Service Level Agreements (SLA's).
• Create a positive customer experience through basic and complex technical issue resolution.
• Collaborate with team members to coordinate troubleshooting and resolve technical issues. Escalate complex cases to Level 3 support, when necessary, while maintaining customer confidence in the resolution process.
• Provide timely and accurate updates to customers and internal stakeholders on Incident status
• Manage personal support queue and effectively drive tickets assigned to you.
• Respond to client inquiries, troubleshooting issues, and resolve client inquiries and technical issues related to hardware, software, workstations, network, or other IT Systems.
• Monitor network infrastructure and systems using network monitoring tools.
• Document all activities, including issues details, troubleshooting steps, and resolutions, in our ticketing system.
• Implement technical changes and configurations to all networking devices, servers, server-side applications, and systems without supervision adhering to Change Management practices.
• Participate in an on-call rotation to provide 24/7 support for network related emergencies.

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