Job Purpose

Exigo is a 30 year IT firm supporting client IT infrastructure across the USA.  This position is responsible for providing Tier 2 network support and design services in our managed services division.   Knowledge of cloud  

Main Responsibilities

• Identify, isolate and troubleshoot level 2 or higher IT related problems.
• Assist Tier 1 support teams as needed.
• Log and track customer requests using a problem-tracking tool. As appropriate, escalate problems to tier 2 or 3 level support teams and outside support vendors.
• Follow up on requests according to Service Level Agreements.
• Work with Remote Support and Monitoring tools.
• Analyze and where appropriate reproduce problems that have been reported to the Service Desk, documenting steps required to reproduce
• Foster excellent relationships and communications with Customers, Teams, and Vendors.
• Can heavily research problems and express a solution consistently and correctly in writing and do so with good grammar, spelling, and overall good written communication skills.
• Provide intermediate level support for the Microsoft suite of products (Word, Excel, Access, Project, Publisher, Power Point, Windows 7 or higher, Internet Explorer, Visio) and Desktop applications (Microsoft Outlook, Trend Micro Antivirus, VNC, Active Directory)
• Provide support for network equipment from Cisco, Fortinet, DATTO, Aruba, HP, and more.
• Provide second level support for AWS, Azure, Office 365 and Google G-suite Administration functions
• Provide support for hosted PBX systems

Working Relationship & Contacts

• You will be in direct contact with customer liaison and the users of the customer’s network.
• You will be in contact with MSP team members for the customer, including the lead consultant (vCIO) for the customer.
• Communicate with Director of Managed Services .

Personal Requirements:

• Minimum 5 years of college or equivalent work experience preferred
• CCNA, CCDA, MCSE, MCSA  preferred but not required
• Professional presentation and phone manner
• A strong understanding of how a network environment operates and how applications function within the environment
• Strong understanding of WAN, LAN and TCP/IP. Knowledge of Cisco or Fortinet routers preferred, although not required
• Must be consistently punctual, dependable and reliable
• Presents ideas and initiatives both formally and informally
• Persuades and influences for results
• Accepts ownership of the problem until it is resolved
• Generates new ideas leading to opportunities or cost-savings
• Shows awareness of global trends and new developments in information technology and networks, including standards, protocols and architectures
• Some telecommunications experience, in particular IP telephony
• Able to work independently. Strong organizational skills with attention to detail and the ability to prioritize
• Strong interpersonal and collaboration skills, resourceful and proactive team member