Wintel Support
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Job Details
Skills And Tools:
Job Description
Flojics is a partner of Genieall is an MSP Mentor 500 winner and an ISO 27001 Certified organization which is energized by helping our customers with their business needs. We have a strong focus on IT solutions, operational support as well as compliance within the following verticals: energy, critical manufacturing, finance and health care. At Genieall, we help our customers by granting their IT wishes. A wish being our customers business objective or desired outcome. Focusing on our clients’ wishes helps provide clarity and ensure we never implement solutions that are unnecessary, overly complex or otherwise misaligned with our customers’ expectations. We are a tight-knit, nimble company with a great culture and passion for helping our clients. We are constantly growing and looking for the next team member to join us in building lasting success for our customers and Genieall.
We are looking for someone to be responsible for customer request scheduling and dispatch.
Service is initiated by phone, portal, e-mail or internal resource, your role is to provide technical
triage and information collection to start a service ticket. You would be responsible for ticket
assignments and monitoring of ticket statuses via the ticketing system. You will be doing what it
takes to provide excellent customer service.
Role And Responsibilities:
- Provide subject matter expertise to diagnose and remedy issues that are escalated by clients, project stakeholders and/or other members of the service delivery team
- Assist Service delivery teams with any system issues and alerts
- Perform quality control checks on client environments
- Act as an escalation point for all Microsoft technology issues as required
- Maintain an agile mindset with constant focus on delivering the right solutions for our clients
- Assist with defining project scope and designing workflow solutions
- Spearhead research & development (R&D) initiatives with a focus on improving IT
- Design and Build standards
- Provide feedback for the future of the technology practice (evaluating vendors, products, solutions, etc.)
- Assist the Sales team with developing Statements of Work and proposals including solution overview, consulting estimates, hardware requirements, software/license requirements
- Participate in client meetings to assist with designing and scoping solutions
- Professionally document all work performed and submit weekly timesheets
Job Requirements
You:
- An SME in Microsoft technologies who maintains their level of expertise by participating in regular trainings and maintaining certifications
- Supportive team player with a strong team-first mentality
- Handle multiple assignments, manage priorities and meet strict deadlines
- Organized and adaptable to varied and dynamic problems
- Highly motivated with unwavering integrity
- A strong communicator, with an ability to show empathy
- Feel a strong sense of ownership and can drive tasks to completion (even the less
- interesting ones)
- Are energetic, love challenge and change, you are up for learning new things
- Establish and maintain effective working relationships with clients
- Have a passion for customer support, empathetic and are known to be a very patient
- and positive person
- Have been told you are an amazing communicator and have excellent verbal and written skills
- Thrive on working as part of a diverse team
- Have a humble approach and understand that there is always a need to expand your knowledge
Required Skills and Experience:
- We are most interested in accomplishments and experience than lists of skills
- Effective communicator both verbal and written
- Rises to the challenge when working under pressure
- Ability to break complex issues down into manageable elements
Implementation and design experience with Microsoft Technologies including (but not limited to):
- Microsoft server infrastructure
- Windows 2012/2016/2019
- Active Directory, Authentication, SSO & Identity Management
- Collaboration and Messaging
- Exchange
- Teams
- SharePoint (Online and On-premise)
- Cloud Technologies
- O365, Azure, Paas, SaaS
- File & printer services
- SQL
- Security
- Certificate Authority, NPS, Direct Access
- College Diploma or equivalent
- Current Microsoft certifications are considered an asset
