Description

Responsibilities:

Microsoft Services Management:

Diagnose and resolve advanced Microsoft-related issues, including but not limited to Windows Server, Active Directory, Exchange, and Office 365.
Collaborate with Tier One support and escalate issues to higher levels as needed.
Assist in the planning and execution of Microsoft services upgrades and migrations.
Network Troubleshooting:

Identify and troubleshoot network-related issues, ensuring optimal performance and security.
Configure and manage networking equipment, such as routers, switches, and firewalls.
Work closely with clients to understand and address their network infrastructure needs.
Telecommunications PBX:

Set up and configure PBX systems, ensuring seamless integration with clients' communication requirements.
Troubleshoot and resolve issues related to VoIP, SIP, and other telephony protocols.
Collaborate with clients to customize and optimize PBX settings based on their specific needs.
Documentation:

Develop and maintain comprehensive troubleshooting guidelines, manuals, and knowledge base articles for both Microsoft and PBX systems.
Ensure documentation is kept up-to-date with the latest technologies and best practices.
Professional Communication:

Provide excellent phone etiquette and professional communication when interacting with clients.
Clearly articulate technical information to both technical and non-technical users.
Collaborate with cross-functional teams to relay client needs and ensure prompt issue resolution.
Qualifications:

Proven experience in Tier Two technical support roles with a focus on Microsoft services and network troubleshooting.
In-depth knowledge of Telecommunications PBX systems and hands-on experience in setting up and troubleshooting.
Strong understanding of Windows Server, Active Directory, Exchange, and Office 365.
Proficiency in network configuration and troubleshooting, including TCP/IP, DNS, DHCP, and VPNs.
Excellent problem-solving skills and the ability to work under pressure to meet tight deadlines.
Strong interpersonal skills and the ability to communicate technical concepts to diverse audiences.
Relevant certifications such as Microsoft Certified: Azure Administrator Associate, Cisco Certified Network Associate (CCNA), or equivalent.
Additional Skills (Preferred):

Experience with other cloud platforms, such as AWS or Azure.
Familiarity with cybersecurity best practices.
Knowledge of scripting languages (e.g., PowerShell) for automation.

Pay subject to increase after probation period