Service Desk Tech II

High-levelSMB Professional position leading our SMBPowered by CompuCom (pbCC)Remote Supportdelivery for Managed Services within thepbCCCompuCom Team. Delivery of technical remote support expertise including network/equipment/software evaluation, equipment installation/configuration, software installation/configuration, and all remote break/fix repairs within the SMB environment for theSMBbusiness.

The Service Desk IIhas the ability tosolve a wide range of difficult problems using professional concepts and company policies and procedures in imaginative and practical ways. Works on problems of diverse scope where analysis of data requires an evaluation of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Normally receives general instructions on routine work, detailed instructions on new assignments or projects.

Delivery ofCompuCom’scomplete network design, equipment, and software solutions basedon customer site evaluations. Install,set up, and configure all network/equipment/software/hardware for the client. Provide remote client support and post-install support for installations, configurations, software, and break/fix repairs including ongoing technical support in both the live environment as well as via phone conversation and/or remote connectivity as required.

• High level of expertise and extensive knowledge working with SMB Networks including design assistance, planning, implementation, configuration, Security, Wi-Fi, VoIP, Packet prioritization, Internet connectivity, Firewalls, VPN's, VLAN's, advanced troubleshooting, and resolution support for both local and wide-area networks.
• Highly skilled in the areas of complex devices such as network routers, switches, concentrators, hubs, wireless access points, fiber optics, telephony circuits/equipment, security/video surveillance systems, servers, and storage arrays.
• Widely experienced with a variety of Network, Workstation, Laptop, and Server hardware manufacturers such as Cisco, Dell, HP, IBM, Apple, and Lenovo as well as the operating systems that run on these platforms including various versions of Microsoft Workstation/Server operating systems, Apple McIntosh OS X, Virtualization packages.
• Expertin the area ofBackup / Restore solutions for both local Workstation and Server environments including Cloud capabilities. Expertise onhigh-endMultifunction Print/Copy/Scan/FAX Devices including Lexmark, HP, Xerox.
• Microdevice(cell phones, tablets, etc.) hardware and software repair/support experience across all major OEM's including Android, Apple IOS, and WindowsMobile operating platforms.
• Ability to provide advanced technical support via telephone and/or remote connectivity to clients including onsite evaluations for network and equipment proposals, equipment installations, configurations, and resolution assistance on extremely difficult,time-consuming, and chronic break/fix repair issues.
• Other duties as assigned.

• 3+ years of direct experience and involvement with Network design, planning, and implementationsupportingManaged Service Providers (MSPs)client support delivery.
• Troubleshooting and repairing all network, hardware, andsoftware-relatedissues in an SMBenvironment.
• Bachelor’s Degree preferred.
• Experience working as a small and medium business consultant supporting clientprojectsand upgrade plans. Proficient in MS Office.
• Requiredindustry-standardcerts include A+, Network+, Server+, CCNA (or higher), ACMT (or ACSP), and MCSE at a minimum. OEMcerts from Dell, Lexmark, HP, Xerox, Apple, IOS, and similar are strongly preferred. Extensive Operating System and Application installation/troubleshooting experience in both Microsoft and Apple environments. BS in IT or related field preferred.
• Experience withConnectwise, Automateand Merakipreferred.
• A minimum of three years of IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Strong understanding of Microsoft Solutions, O365, Teams,Sharepointdeployment, O365 migration.
• Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• Backup and Disaster Recovery experiencerequired. Storage Craft, VEEAM, Datto
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Experience with Remote Management and Monitoring (Connectwise)
• Basic knowledge and support of disaster recovery solutions.
• Respond to service tickets based on alerts and notifications generated by a remote monitoring and management system.
• System documentation maintenance and review in ConnectWise.
• Finding new and innovative solutions to problems requires creativity and the ability to look at the “big picture” and understanding the impact of upgrades and their effect on other client devices.
• Problem-solvingskills, device management, task prioritization, ticket management, escalation,follow-up, and thorough documentation of all activities.
• Resilient, analytical thinking, multi-tasking skills, superb listening skills, detail, andresults-oriented, patience, and flexibility.
• Knowledge development,high-endtechnical writing, ability to train others, problem analysis.
• Strong attention todetailand following outlined processes.

• Ability to Identify and Guard Confidential Information.
• Communication with customers as required: keeping theminformed of incident progress, notifying them of impending changes or agreed outages.
• Experience working over the phone to resolve customer issues.
• Ability to travel daily appx 25%
• Ability to stay overnight on occasion.
• Read and interpret policies, legal instructions, and technical documentation.
• Communicate difficult information in a neutral and professional manner.
• Remain calm inemotionally chargedsituations.
• Manage simultaneous and conflicting priorities.
• Organize and meet deadlines.
• Positive mental attitude and good work ethic.
• Work independently with minimalsupervision, andwork well with others in a team environment.
• Learn quickly and support new technologies.
• Prioritize work efficiently to deal with the most pressing issues first while keeping all customers satisfied with the overall level of support.
• Work may be required on weekends and non-traditional business hours.

• Work is generally performed in a client business office.
• Business casual attire is the standard. Some corporate offices and client sites may have dress codes that exceed guidelines andmust be accommodated.

CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.