Principal Enterprise Architect at Hiscox responsible for architecture roadmaps and standards. Leading modernization efforts and advising on technology solutions for the organization.
About the role
- Providing technical support for managed IT clients remotely and on-site at client offices. Work with a hybrid model alongside a team to maintain client satisfaction and technical resolutions.
Responsibilities
- Provide exceptional technical support to managed clients remotely and on-site
- Responsible for providing daily technical assistance to clients in a professional and friendly manner
- Support and troubleshoot network issues in various client environments
- Maintain high client satisfaction and effective team communication
Requirements
- Provide friendly, professional customer service to clients
- Quickly troubleshoot and resolve technical issues in a ticket queue
- Support for client computer networks including business related technologies including Windows operating systems, Office 365, Remote Access usage, VOIP, mobile devices, etc.
- Support disaster recovery backup solutions
- Extensive Experience troubleshooting printers, scan to email and file
- SonicWALL, Palo Alto and Meraki routers and firewalls experience
- Understand and able to manage Routing and switching concepts including ACLs, Ports, VLANs, etc.
- Solid experience in managing Active Directory and GPOs
- Experienced managing and supporting VM Ware and Hyper V servers and environments
- Comfortable with troubleshooting LAN and WAN technologies
- Handle escalated tickets as needed
- Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages
- Work with vendors/partners as needed to resolve client issues
- Provide detailed documentation and explain resolutions for escalated issues
- Maintain high level of client satisfaction
- Work in a team environment and communicate effectively
- Escalate service issues that cannot be completed within agreed service levels
- Responsible for entering time and expenses in ConnectWise as they occur
- Work through a daily schedule in ConnectWise that has been established through the dispatch process
- Enter all work as service tickets in ConnectWise
- Maintain certifications required for position
- Ability to multi-task and adapt to changes quickly
- Ability to de-escalate situations
- **Educational/Vocational/Previous Experience Recommendations**
- BA/BS, preferably in computer science or a related field.
- 2+ years experience technical experience in a service business.
- MSP experience a plus.
Benefits
- Medical
- dental/vision
- life insurance
- paid Holidays
- generous Paid Time Off policy
- 401k company match
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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