Provide technical support to our clients via phone, email, or remote desktop support to resolve IT-related issues promptly and effectively.Use the ConnectWise ticketing system to log, track and document support requests, ensuring accurate and timely updates for clients.Manage and maintain VMWare virtualization environments.Create, configure and optimize virtual machines (VMs) to meet specific application and system requirements.Configure and maintain FortiGate firewalls to ensure network security.Monitor firewall logs and alerts to detect and respond to security threats.Client visits when required.Demonstrate expertise in operating systems including Windows, SQL and Linux.Develop and use PowerShell scripts for automation, system administration, and troubleshooting tasks.Network troubleshooting - diagnose and resolve network connectivity issues including LAN and WAN configurations, DNS, DHCP, and firewall settings.Manage and maintain Windows and Linux servers including user account management, security configurations, and software installations.Maintain clear and professional communication with clients, providing updates on issue resolution progress and offering guidance on best practices.Create and update technical documentation, including system configurations, troubleshooting procedures, and knowledge base articles (IT Glue).Collaborate with other technicians to escalate and resolve complex issues.

Responsible for all activities relating to the operation of all virtual and physical servers including operational support and managing activities relating to the computer room, data control, backups, archiving of data and computer operations (processing of day to day activity). Performs system analysis and optimization, configuration and capacity planning. Audits the operating efficiency of computer systems and the validity of their internal controls. Controls security access and disaster prevention and recovery.Responsible for the overall integration of the company network including: planning, design, installation, maintenance, management and coordination of the company LAN/WAN. Brings advanced knowledge and experience in local and wide area networking, communications and related hardware/software (i.e. bridges, routers, hubs). Recommends network security procedures and policies, implements, monitors and enforces.Maintains technical currency and studies vendor products to determine those which best meet company needs. Presents information to management which may result in the purchase and installation of hardware, software and communications equipment.Resolves problems with new and existing equipment. Point of escalation for complex hardware and software user issuesDirectly interfaces with management or within specific business areas to ensure that technological initiatives are clearly communicated and understood.Investigates and recommends potential I.T business system and infrastructure changes to support future needs of the business.Mentor and train junior IT staff as needed.

Managing and supporting mobile devices, mobile device work flows, and app management via Mobile Device Management (MDM) platforms such as IBM MaaS360 and SOTI MobiControl.Providing L3 support for application, infrastructure, network and other related services by investigating, troubleshooting and resolving issues through incidents, service requests or other applicable channels.Collaborating with team members as necessary to resolve problems. Gathering information, duplicating and analyzing problems to determine root cause. Participating in architecture and design discussions around solutions and enhancements.Maintaining network hardware and software and monitoring network to support network availability to end users.Maintaining system and mobile applications to keep software current with necessary software updates and upgrades.Identifying issues and implemented troubleshooting techniques to alleviate downtime and system failure.Build and maintain test and production environments including but not limited to: ensuring required patching is maintained, including testing, hotfixes and service packs, and support application integrations.Testing software and mobile application remotely and onsite for server sets to maintain operational readiness.

Printing of clients' receipts and fulfillments, letterheads and various cards.Extracting data from excel and database files and converting them into mail-merged documents.Accessing clients' data file using company software to verify that all receipts and fulfillments are printed.Coordinating with printers' vendor support contacts to resolve technical problems.