Managed Service Provider

1 month ago

India SPAATech Solutions Full time

**Responsibilities**:

- Provide timely remote technical support to our clients according to our MSA with the clients.
- Identify, research, and troubleshoot computer system issues, including operating systems, hardware and software, networking, VPN, connectivity, server, and other network devices/ peripherals, both remotely and onsite.
- Install, configure, and support desktops, laptops, servers, virtual machines, network devices, VOIP products, backup systems, and miscellaneous devices.
- Respond promptly and professionally to alerts and end-user IT issues.
- Monitor and update Service Desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities, and documenting solutions.
- Function as a primary point of contact and communication with customers from the tickets assigned to the successful resolution of issues, including scheduling work and keeping customers aware of work status and solution progress.
- Coordinate with the team on-site to assist with the situation.
- Be part of meetings with the client if needed.
- Document and update the inventory of all IT equipment (desktops/ laptops, servers, printers, networking equipment, and others).
- Use Active Directory and Office 365 to assist clients with password resets, user creation and deletion, distribution list creation, etc.

And other duties as assigned like managing backups, ensuring operating system upgrades, managing remote management software, etc.

**Basic Qualifications**:

- Associate/ intermediate level technical certification(s) preferred (CompTIA+/ Network+).
- 2 years of IT-related technical experience. Managed Services Provider experience is a plus.
- An intermediate level of understanding of relevant technologies, solutions, troubleshooting, and support.
- Experience working with WANs, LANs, TCP/ IP, Firewalls, Routers, and Switches.
- Strong knowledge and experience with computer/ server Hardware and Software troubleshooting.
- Experience with Help Desk issue tracking systems for the assignment, delegation, and/ or resolution of end-user issues.
- Experience using centralized management tools for disk imaging, Installing software packages, patching, and monitoring IT systems.
- Ability to maintain professional communication skills.
- Ability to multi-task, work under pressure, and handle interruptions.
- Ability to communicate effectively and interact with diverse personalities.
- Self-motivated, reliable, and passionate about technology.
- Experience with Office 365 admin portal and Google Workspace.
- Working experience in remote management software.
- Good spoken English.
- Experience in handling international clients preferred.

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