Position Summary
The MNS team member is part of the Managed Network Services department and is primarily responsible for responding to inbound service calls/inquires as needed both remotely and on-site. This individual must have professionalism, patience, and a people first attitude, while attention to detail is a must.

This individual will be responsible for assisting customers and service technicians by providing hardware, software, and other product support including inquiries for service and product information, diagnosing service-related issues, ordering parts, and working with 3^rd-party vendors.

This position requires the highest levels of customer service while maintaining all aspects of the customer’s business network infrastructure and ensuring compliance with MOEbiz’ service standards.

Essential Duties and Responsibilities

·       Performs professional and technical work installing, maintaining, and supporting  customer’s business technology infrastructure

·       Provide end-user hardware and software support in a windows-based environment. Some Mac and Linux support may be required to a lesser extent.

·       Installs, maintains, troubleshoots, and repairs equipment such as servers, computers, MFP’s, VoIP phone systems, firewalls, WiFi access points, and other network attached devices

·       Receive, schedule, complete, and document incoming service calls from customers, vendors, and other support & service technicians providing diagnostic support and information as needed through our Service Call ticketing system.

·       Source, quote, and procure new or replacement hardware, software, parts, and services as needed.

·       Maintain infrastructure/data security and integrity at all times

·       Provide end-user training to the client on a variety of IT topics and services

·       Perform discovery, onboarding, and offboarding services

·       Manage 3^rd party vendor relationships on behalf of the client

·       Work in conjunction with a team of IT professionals to provide the best solutions possible for the client

·       Assist with maintaining MOEbiz’ internal IT infrastructure as needed.

Required Skills and Knowledge

• Advanced knowledge of Microsoft Server, Windows, and Office products
• Basic knowledge of alternative operating systems (i.e., Linux, iOS, Android)
• Intermediate knowledge of electrical components and troubleshooting techniques as they relate to business office hardware and infrastructure.
• Intermediate knowledge of Cyber Security principles and best practices
• Intermediate knowledge of data backup and disaster recovery solutions and systems
• Intermediate knowledge of LAN/WAN/SD-WAN Network hardware and infrastructure
• Advanced knowledge of software troubleshooting principles and techniques

Additional Expectations of the Job

• Ability to lift at least 50 pounds and climb a ladder to perform overhead work
• Work in small or confined spaces such as crawl spaces or attics
• Standing for long periods of time
• Sitting in a fixed area for long periods of time
• Ability to use standard networking tools, punch down tool, toning device, screwdrivers, etc.
• Ability to use power tools such as drills, reciprocating saws, multi-tools, etc.
• Drive extended distances as needed

·       May be required to work long hours and weekends in response to client needs or emergencies.

·       May be required to travel out of town and stay over-night as needed

·       Strong attention to detail

·       Ability to work with minimum direction and as a team player

·       Ability to maintain confidentiality

·       Capable of using discretion and good judgement in carrying out job duties

Minimum Qualifications

• Must have a strong interest in pursuing a career in information technology as it relates to providing services for 3^rd-party clients.
• Must have a minimum of two years’ experience working as an IT professional or 4 years in a related field:
• Bachelor’s Degree in Information Technology, Computer Science, or equivalent certifications from a nationally recognized training institution such as, but not limited to:
• Comptia (A+, Net+, Security+, Server+, etc.)
• MCP (Microsoft Certified Professional)
• Other certifications may be considered

·        Valid driver’s license and clean driving history

·        Must pass a background check and drug screen