Job Purpose

Serves as an escalation point for other helpdesk specialists and VIP clients for technical assistance on organizational products/services, Microsoft related products, 3rd party software, networking equipment, and peripherals (printers, scanners, mobile devices) via phone, email and/or other remote or in person methods while maintaining an exceptional level of customer service. At Apex Global Solutions we strive to provide the best customer experience while being able to resolve technical issues in an efficient/timely manner.

Duties and Responsibilities

· Identify and prioritize tickets that have been assigned by dispatchers or management

· Document in detail client interactions, including details of inquiries, complaints, comments, and actions taken into the ConnectWise Manage ticketing system

· Listening to customers and asking pertinent questions to determine the root cause of their issue

· Follow up with customers on status updates and provide additional information on their reported issues

· Provide timely updates to management on client issues

· Meet and surpass KPI’s as assigned by the company

· Serve as an escalation point for other helpdesk specialists

· Provide training with new helpdesk specialists

· Troubleshoot and document higher level issues reported to the helpdesk

· Serve as a subject matter expert on assigned topics

· Act as the remote hands as needed

· Other duties as assigned

Qualifications

· Expert knowledge on Windows workstation environments

· Expert knowledge of creating, modifying, and deleting users in Active Directory and Office365, including assigning and removing users to / from Security Groups

· Strong experience with 3rd party email security tools, anti-virus tools, and remote management tools

· Experience with Windows server (2012-2019)

· Expert knowledge troubleshooting/configuring printers, scanners, mobile devices (Apple and Android), including deployment via Windows print server, group policy, and 3rd party tools

· Expert knowledge and ability to administer Office 365 related products:

o Exchange

o Teams

o SharePoint

o OneDrive

· Understanding of Office 365 Licensing Tiers

· Administer MS Intune

· Microsoft Office Suite: Outlook, Excel, Word, PowerPoint including advanced features such as macros

· Functional knowledge of networking principals including:

o Modems / Routers

o Firewalls

o Switches

o Wireless Access Points

o DHCP

o DNS

o IP Address and subnetting

· Work with servers, networking equipment, and ancillary devices

· Ability to spot trends and make recommendations to remediate reoccurring issues

Working Conditions

· Rotating on call shifts, including nights and weekends are required

· This job occurs in an office environment with mostly sedentary work

Physical Requirements

· Ability to lift 50lbs

· Ability to perform desktop installations and moves around an office environment including under desks

Job Type: Full-time

Pay: $55,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• On call
• Weekend availability

Ability to commute/relocate:

• Township of Howell, NJ 07731: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)

Work Location: One location

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