•. Remote desktop support• Microsoft Office 365 Administrator• Windows Server Administrator• Remote Management using SolarWinds and Datto RMM• Black Carbon Implementation and Management• Webroot Implementation and Management• Proofpoint Essentials• Azure Administrator• AWS

• 1st level support for all IT Issues and inquiries• Incident management• Remote desktop support • High Severity Incident management and communications• Network and IT systems monitoring• Coordination and escalation of support for Offshore IT services and suppliers• Expanded support for VIP customers, including basic support of personally owned computers• Get IT Service Request Processing (after-hours) o Request backlog o Request nudging• Participate in Knowledge Management process• Ability to take on additional assignments• Participate in Business services and IT Service monitoring• Basic Software Deployments using Altiris • Create/Modify user accounts in Active Directory.• O365 Support

● Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries● Receiving and logging and managing calls from internal staff via telephone and email● 1st line support – troubleshooting of IT related problems from in-house software, hardware such as Laptops, PCs and Printers• Remote desktop support (LogMeIn)● Troubleshoot basic network issues● Escalate unresolved issues to the infrastructure support group.● Log all calls in the service desk ticketing system (BMC AMP Remedy)● Take ownership of user problems and follow up the status of problems on behalf of the client and communicate progress in a timely manner.● Create/Modify user accounts in Active Directory.

● Inbound/Cable Phone and Internet Support.● Tier 2 Customer Account Executive● Diagnose and troubleshoot basic internet and phone connectivity issues.● Ensures quality and accuracy in all phone and ticket transactions.● Escalate unresolved issues.

● Provides first line voice technical service● Accountable for timely and accurate response to clients technical issues and concerns● Ensures quality and accuracy in all phone and ticket transactions● Ensures that client service levels are achieved as communicated by the Account Manager● Performs network monitoring● Negotiate and coordinate with other support centers(i.e Client Helpdesks, Internal and external business partners.)

● Inbound/Ticket Support Management● Troubleshoot Microsoft Zune device issues● Installation/Troubleshoot MS Zune/Related software issues● Inbound/Financial Inquiries Support