At Intwo we're looking for a Modern Desktop Support Technician to join our team.
Full-time · Puerto Rico
About the job<br/><br/>Embark on a transformative career with Intwo, a global Azure Expert MSP organization, as a Modern Desktop Support Technician. Our remote Modern Desktop Support Technicians are responsible for onboarding and supporting small and medium scale enterprise business networks. The Modern Desktop Support Technician will also work cross functionally with other Intwo Cloud and Network Support teams to deliver comprehensive IT and cybersecurity solutions. This position requires excellent communication and strong technical skills.
The Modern Desktop Support Technician will be responsible for onboarding new customers through our proprietary onboarding process, creating network documentation, performing system benchmarking, along with providing reactive and proactive technical support. The position also requires a good working technical background and understanding of sound business principles and IT best practices. The position requires a strong business intuition, excellent verbal and written skills, and the ability to professionally present ideas at all levels of the corporate structure.
Step into a role where your skills lead to global impact, at Intwo, where we're more than just technology providers—we're technology leaders, setting the pace for cloud excellence around the world.
What you will be doing<br/><br/>Respond and provide technical support for incoming customer service requests
Resolving technical issues involving Microsoft’s M365 business applications and operating systems
Develop technical support skills at the network level: WAN and LAN connectivity, switches, routers, firewalls and security solutions
Technical documentation of existing system configurations
Support remote access technology, including VPN, Remote Desktop Services and Citrix
Maintain service documentation, log time and notes in ITSM
Communication with customers: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Work on a team, communicate effectively, and share knowledge
Work with the Service Desk Coordinator to prioritize service requests
Remain up-to-date with current and emerging business technology, cybersecurity
Escalate service requests that require engineer level support when necessary
Responsible for entering time and expenses in ITSM as it occurs
Complete assigned training materials to meet the requirements of the position
Attend weekly service meetings with the service team
Provide on call support when required (on rotation)
Maintain awareness of all organization’s key IT services and support methodologies
Our expectations of you<br/><br/>Advanced understanding of desktop operating systems, Microsoft M365 applications and administration, printing systems
Good working knowledge of network systems and cloud environments like Azure and AWS
Active Directory administration skills
Proficiency in Windows Remote Desktop Server, Azure Virtual Desktop
Strong understanding of Hosted Services including Office 365, DropBox, box.net and other cloud services
Practical and applied experience with LANs and WANs
Good working knowledge of DNS and hosted services management
Understanding of Corporate Endpoint Protection Solutions, including Webroot, SentinelOne, Crowdstrike, Carbon Black, Microsoft Defender ATP or equivalent
Understanding of support tools, techniques and how technology is used to provide IT services
Diagnosis and troubleshooting skills
Interpersonal skills such as telephony skills, communication skills, active listening and customer-care
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast-moving environment
Commitment to providing support during US business hours for a United States-based clientele
Preferred Qualifications<br/><br/>Understanding of Cybersecurity practices and frameworks (NIST, CIS)
Security+ Certification
Who are we?<br/><br/>Intwo is a leading full-service Managed Services Provider (MSP) for Microsoft Azure, on-premise infrastructure, and critical business applications with over 30 years of experience. We serve more than 1,000 enterprise customers in over 40 countries, from 9 offices around the world (Seattle, San Diego, Puerto Rico, Amsterdam, Saudi Arabia, Dubai, Bangalore and Singapore). Our mission is to help companies achieve more with cloud technology. We are committed to taking businesses to the next level by enabling and delivering the most innovative and flexible cloud infrastructure, productivity, and business application solutions. With our integrated, global capabilities in the Microsoft Cloud – Azure, Modern Workplace, Dynamics 365 and Data and AI, Intwo is part of the Global Azure Expert Managed Services Provider program, has more than 10 Microsoft Gold competencies and is member of the Azure Elite Group.
What we offer<br/><br/>A great work environment to collaborate with colleagues from all over the world
Excellent on the job training opportunities
Competitive salary with great benefits
Inspiring, flexible, and open working culture
International growth and career opportunities
E-Learning subscription to Udemy
Health insurance
Christmas bonus
Vacation and sick leave
Salary range<br/><br/>A reasonable estimate for this position is US$30,000-US$35,000. Salary depends on experience.<br/><br/>EEO Employer / Affirmative Action for Female/Disabled/Veterans<br/><br/>Apply for the job<br/><br/>Do you want to join our team as our new Modern Desktop Support Technician? Then we would love to hear about you!
About Intwo:Interested to know more about our company? Visit our website: www.intwo.cloud<br/><br/>#J-18808-Ljbffr