- Company Name
- Everfield
- Job Title
- IT Support Technician
- Job Description
-
Job Title: IT Support Technician
Role Summary: Deliver remote and occasional on‑site first and second line IT support to SME customers, resolving issues across Microsoft 365, Azure/Azure AD, Azure Virtual Desktop, endpoint security, VoIP, networking, backup, and Windows environments. Escalate complex incidents, document solutions, and collaborate with software support teams to maintain high service quality.
Expectations: Provide timely, professional assistance; maintain accurate incident records; meet SLA targets; communicate clearly with end users and stakeholders; demonstrate self‑directed problem solving and continuous learning.
Key Responsibilities |
• Provide 1st and 2nd line support to external clients via remote tools and limited on‑site visits.
• Troubleshoot and resolve Microsoft 365, Azure/Azure AD, Azure Virtual Desktop, VoIP (e.g., Voxone), firewall, VPN, DNS, DHCP, and other networking issues.
• Manage user provisioning, permissions, and device configuration in Azure AD and Microsoft 365.
• Administer endpoint protection solutions (ESET, Vipre, etc.) and deploy/maintain backups and disaster‑recovery solutions such as Datto.
• Diagnose and resolve Windows Server, Windows 10/11 server, and workstation problems.
• Escalate unresolved or complex incidents to senior staff; document root causes and resolutions in ticketing system.
• Deliver outstanding customer service; interact confidently with business owners, finance teams, and operational staff.
Required Skills |
• 1–3 years of 1st/2nd line IT support experience, preferably in an MSP.
• Strong administration of Microsoft 365 and Azure AD.
• Familiarity with Azure Virtual Desktop environments.
• Experience with endpoint protection tools (ESET, Vipre, etc.).
• Basic networking knowledge (DNS, DHCP, firewalls, VPNs).
• Support experience for Windows Server and Windows 10/11.
• Excellent problem‑solving, communication, and customer‑service skills.
Desirable Skills |
• SME environment support experience, Datto backup knowledge, VoIP (Voxone) exposure, ITIL awareness, ERP accounting software familiarity.
Required Education & Certifications |
• Minimum of a bachelor’s degree in Computer Science, Information Technology, or a related technical field, or equivalent professional experience.
• Relevant certifications preferred: Microsoft 365 Certified: Modern Desktop Administrator Associate, Microsoft Certified: Azure Fundamentals, or ITIL Foundation.