IT MSP Support Specialist Needed -- 2

We are seeking a skilled IT Managed Service Provider (MSP) Support Specialist to join our team. This role involves providing Level 1 and Level 2 support to manage and resolve customer problems. Our customers utilize virtual dedicated servers, VPS, hosted exchange, M365 and more.

Key Responsibilities:
Perform basic troubleshooting for connectivity issues, such as Wi-Fi or VPN access.
Assist users with password resets, account lockouts, and basic software installation.
Address basic hardware issues, including printer connectivity and peripheral device setup.
Log and categorize incoming support requests in Salesforce, escalating complex issues as needed. Provide user assistance via phone, email, or chat, offering guidance until resolution.

Diagnose and resolve complex connectivity issues and software conflicts.
Configure and optimize software applications for specific user needs.
Manage user accounts and permissions in systems like Microsoft Active Directory.
Perform routine maintenance and updates on servers and network devices.
Create and update technical documentation and knowledge base

Requirements:
Experienced in managing IT issues across various virtual and cloud services.
Skilled in troubleshooting connectivity issues and configuring software and hardware.
Excellent email communication skills with perfect English.
Ability to resolve a minimum of 200 tickets per month using Salesforce.

Common Issues:
Addressing configuration issues with software applications.
Remote Support: Providing support for desktop and server issues for remote users.

Experience with softwares:
Salesforce
Outlook
QuickBooks
UltraTax

Skills needed:
Solid understanding of virtual terminal servers and managed services.
Software Familiarity: Experience with UltraTax, Practice CS, Windows servers, and Office 365.
Peripheral Devices: Experience with printers, scanners, and programs running for multiple users from a virtual terminal server.
Technical Tools: Proficiency with Microsoft Active Directory, Ninja RMM, Adobe Acrobat, Splashtop, and other remote tools.

Ideal Candidate:
The ideal candidate will be quick, efficient, and able to communicate clearly in English. You should be adept at handling tickets and resolving issues promptly using Salesforce and remote tools, ensuring a high level of customer satisfaction and operational efficiency.

This project offers an exciting opportunity to work in a dynamic environment, providing critical IT support to a diverse range of clients. If you have the skills and experience outlined above, we would love to hear from you!