-Fulfill level 1 and 2 requests such as break fix, password rests, ticket routing, etc.
-Level 1 and 2 experience in MS Exchange, Active Directory, VPN Software, Microsoft Office, mobile platforms, and other computer products.
-Knowledge of Citrix, Office 365, Azure, MDM (Mobile Device Management), and multi-factor security - Okta
-Utilize the ticketing system (ConnectWise) to monitor and respond to tickets within the company's established SLAs-Hands-on and remote IT support experience in an enterprise environment including Financial services industry and MSP experience-Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to maintain overall client satisfaction-Leverage critical thinking skills to find practical workarounds and permanentsolutions-Use appropriate judgment and apply most effective resolution methodology to properly escalate to other teams-Act as a critical front-line and provide direct support to all the company's Clients-Participate in knowledge management by documenting technical efforts in IT Glue / IT Portal-Perform other duties as assigned by the Managers and Higher Management
