GENERAL SUMMARY:

The Network Operation Technician is responsible for providing remote service and support needs for Atlantic’s Managed IT customer base. This relates to all technology at the client site, including workstations, servers, printers, networking equipment, and vendor-specific hardware and software.

Essential Duties and Responsibilities:

IT support relating to technical issues involving Microsoft's core business applications
Support services for Microsoft related technologies. This includes Windows 10/11 and Windows Server operating systems, as well as Azure, Active Directory, the Microsoft Office suite and Office365
Ability to troubleshoot network equipment including firewalls, switches and wireless network components
Provisioning and installation of hardware and software as they relate to user workstations.
Remote access solution installation and support: VPN, Terminal Services, RDS and AVDs
Ability to troubleshoot VMware environments
Strong communication skills, keeping the clients informed of their problem status and resolution.
Improve customer service, perception, and satisfaction
Ability to work in a team
Escalate service issues that cannot be completed within agreed service levels
Understand processes in the ConnectWise trouble ticketing system, providing timely updates of status to the clients and providing problem resolution details
Utilize RMM and available network monitoring tools to diagnose problems remotely
Ensure documentation is properly entered and updated in the IT Glue database

Knowledge, Skills, and/or Abilities Required:

Minimum of 3 years troubleshooting end-user IT issues
A+, Network+, Server+ certification or equivalent preferred.
VMware, networking, and firewall knowledge.
Excellent problem-solving skills, ability to troubleshoot and diagnosis technical issues in a timely manner
Ability to work independently to find technical solutions, and an understanding of when problems should be escalated
Ability to multi-task and adapt to changes quickly, including re-prioritizing assignments.
Service awareness of all organization’s key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Self-motivated with the ability to work in a fast-moving environment

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