Cloud Technical Support Level 1

$52,000 - $72,800/Yr

Kamind It - Lake Oswego, OR

Full-time - Entry Level

Onsite - Lake Oswego, OR

Professional, Scientific, and Technical Services

About the position

The Cloud Technical Support Level 1 position at KAMIND IT involves providing technical support to customers, primarily focusing on Office 365 and Azure solutions. The role requires strong customer service skills, the ability to troubleshoot IT issues, and a commitment to ensuring customer satisfaction. The successful candidate will be part of a team responsible for managing service requests and maintaining high performance metrics in a fast-paced environment.

Responsibilities

• Act as the point of contact to the customer for all types of technical support
• Meet best in class KPI metrics for this specific role
• Migrate new clients to Office 365
• Support clients who have already migrated to Office 365
• Provide support to clients
• Deploy Fortinet Security devices
• Update network infrastructure as needed to support clients
• Create & manage Users, groups in Active Directory on GUI & Core servers
• Troubleshoot Office 365 issues related to mail flow, spam, & calendar permissions administration
• Assist deployment of KAMIND security solutions for Office 365 and Azure
• Communicate with customers as required: keeping them informed of ticket/incident progress, notifying them of impending changes or agreed upon outages
• Escalate tickets as needed
• Develop processes and documentation as needed

Requirements

• Experience in an MSP or MSSP required
• Office 365 Admin center experience
• Microsoft certifications required
• Firewall experience (Fortinet preferred)
• A working knowledge of ConnectWise is highly desirable but not required
• Ability to timely and accurately track support progress by filling in all details of the work into the ticketing system
• Interpersonal skills such as phone skills, communication skills, active listening and customer-care
• Ability to adapt to changes quickly
• Attention to detail a must
• Strong desire to learn and grow (a growth mindset)
• Technical awareness with an ability to match resources to technical issues appropriately
• Self-motivated with the ability to work in a fast-moving environment
• Prior help desk experience is required
• Computer skills in key Microsoft technologies e.g. Azure, M365, Teams, etc.
• Office 365 user and administration skills
• Azure administration experience
• Core Networking troubleshooting skills (PING, Route, NSLookup, tracert)

Nice-to-haves

• Experience with ConnectWise
• Knowledge of Fortinet Security devices

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance