Cloud MSP IT Help Desk Support
On-siteWood-Ridge, New Jersey, United States
Job Summary
Conduct analysis and troubleshooting via telephone, email, and remote control for customer accounts while maintaining a positive demeanor to ensure satisfaction. Monitor and troubleshoot backup or regularly scheduled client work, perform remote maintenance, and configure basic IT equipment including IP cameras, NVRs, firewalls, and access points. Work within a ticketing system to track and escalate problems, create and maintain documentation across multiple networks, and test and fix network wiring. Utilize your own basic tools and vehicle, with reimbursement for gas and tolls, to support users and resolve technical issues over the phone or in-person as needs warrant.
Required Qualifications
- Understand and solve customer technical problems over the phone or in-person as needs warrant
- Conduct analysis and troubleshooting via telephone, email and remote control for customer accounts in a timely fashion
- Monitor and troubleshoot back up or other regularly scheduled client work
- Work within a ticketing system to track and escalate customer problems
- Maintain a positive phone demeanor and ensure customer satisfaction
- Perform remote maintenance as needed
- Demonstrate competency in products and services as offered by the company such as Microsoft Office 365, Entra, Intune, FortiGate and Meraki Firewalls, and others
- Spot themes and proactively work to solve them
- Must have your own basic tools
- Create and maintain documentation on a consistent basis with multiple different networks
- Work as part of a team to support users
- Configure basic IT equipment such as IP Cameras, NVR, FortiGate and Meraki Firewalls,, VOIP Phones, Managed Switches, and Access Points
- Thorough knowledge of common end-user software: Microsoft, Apple, Adobe, web browsers, email, etc
- Experience supporting an environment of Windows and Mac computers
- Ability to work with different types of software and applications, troubleshoot IT hardware, and test and fix network wiring
- Excellent verbal and written communication skills for communicating with end users and upper management
- Must be able to maintain confidentiality
- Candidate should feel comfortable in taking initiative and taking direction from colleagues
- Must have a valid driver's license and own vehicle to get around
Desired Qualifications
- Good working knowledge of basic LAN network
- Experience with access control
- Experience with surveillance cameras
- Experience with setup of network switches and routers
- Preferred Experience in Information and Technology
- Preferred Experience in entry level networking and system applications
- Preferred Comp TIA A+ Certification and Comp TIA Network + Certification
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