simple support desk - service desk Engineer level iQWA International Group, Inc

Job Descriptions
Advanced technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Advanced remote access solution implementation and support: VPN, Remote Desktop, and Virtual Desktops
Administration of remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
Escalation point for your team's more difficult technical issues, as well as an escalation point for during and after-hours emergency support issues
Ability to concisely document systems, processes, issues, and resolutions; professional writing skills required
Taking ownership of service request and managing them in a logical and methodical manner over the phone and via email
Correctly logging incidents and support request, categorizing and prioritizing them in line with team procedures
Ensuring all issues are progressed & cleared - escalating to other internal and external teams as appropriate.
Managing support requests through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress, notifying them of impending changes, and agreed outages.
Diagnosing and resolving problems to the client's satisfaction
Maintain and develop own knowledge and skills to assist with resolutions
Identify and recommend solutions for repeat issues or service risks into service management teams
Manage scheduled tasks for customers, designed to ensure that the customer's systems remain operational
Document all pertinent end user identification information using our company's ticket system, including name, department, contact information, and nature of problem or issue.
Job Qualifications
BA/BS, preferably in computer science or a related field.
2-3 years of IT or related experience.
Minimum 2 years of experience supporting and implementing network infrastructure. Strong technical knowledge and understanding of SMB infrastructure and equipment.
Required proficiency: Modern Windows Desktop and Server platforms, Active Directory, Group Policy, Advanced Networking (HP and Cisco Switch Configurations, VLAN, VPN, NAT, Routing, Wireless), Exchange, SQL, StorageCraft, Unitrends, Veritas, SAN, Citrix, VMware, Hyper-V, O365, Azure, and other Microsoft Cloud and Hosted Solutions
Highly proficient in written and spoken English
Proven experience in Windows Server 2008/2012/2016 (both in-house and hosted environment)
Proven experience in the latest cloud apps: Office 365, Gsuite, Azure, Salesforce, Egnyte, etc.
Proven experience in security and knowledge of security products such as MFA DUO, Okta, Intrusion Detection solutions (Crowdstrike, Bitdefender), running security audits and compliance (PCI, SEC, HIPPA or other national standards)
Proven experience in Active Directory, ADFS, and modern authentication i.e. Azure AD sync
Proven experience in networking and network troubleshooting tools i.e. Meraki, VPN, Wireshark, Packet capturing, etc.
Proven experience in virtualization technologies: VMware ESXi / vSphere / vCenter Server, VMware Horizon VDI, Hyper-V, Remote Desktop Servers Farms
Proven experience with all Microsoft Office suite: Outlook, Word, Excel and desktop troubleshooting (Windows 10 & Mac OS)
Proven experience in managing a multitude of client environments w/ backups, device monitoring, critical system alerting, windows patching desktop imaging, etc.
Proven experience w/ scripting and automating processes via PowerShell or another 3rd party programming
Experience troubleshooting MFA, SSO, and other integration issues
Solid understanding and experience with email platforms local Exchange, Office 365 and hosted email platforms
Outside the box thinker is constantly coming up with mode efficient ways to solve problems and run processes
The ability to liaise and communicate confidently and professionally with customer representatives at all levels
Have solid experience providing escalation support in a help desk or technical support environment
Highly organized and able to work on own initiative to complete the range of tasks required
Flexible and willing to work outside core business hours if required
Experience in a Team-Oriented collaborative environment.
Self-motivated with the ability to work in a fast-moving environment.
Attention to detail and following instructions and SOPS's and creating new ones to train all employees
Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
Experience working in MSP environments using RMM tools like Kaseya and configuring integrations to manage all tools in a single pane of glass.