Managed IT Services Senior Associate, Tier 2
About The Position
We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM. Responsibilities: Provide phone and email technical support for end-users to resolve any hardware or software issues Technicians will be in a phone queue answering calls from clients during peak hours Support and troubleshoot workstations, servers and network related issues Perform systems administration for Office 365, Windows Servers, and workstations across multiple clients Monitor and troubleshoot client backups Escalate client issues through the proper channels Manage cases according to defined case impact and priority Maintain client security standards and confidentiality of information Clearly document support issues and all resolution steps in RSM’s ticketing system Monitor trends from reported client cases to isolate possible chronic issues for software, system, or network infrastructure that indicate failing hardware or software corruption Update cases and communicate with clients as required until issue is closed
Requirements
- 1-2 years of experience working on a technical helpdesk or IT related role or equivalent network administration role.
Nice To Haves
- Minimum of 2 years of experience in software and hardware troubleshooting on laptops, desktops, servers and network equipment
- Microsoft Certification (MCSE/MCSA) and Network+ Certification preferred but not required
- Bachelor's degree (BA/BS) from an accredited 4-year school is a plus
- Experience with Office 365 Administration and associated workloads including Email and SharePoint
- Fundamental understanding of TCP/IP Networking
- Experience with firewalls, such as Cisco, SonicWALL and Meraki
- Experience with VMWare ESX hosts and vSphere Client for administration
- Experience with Windows Servers, Azure AD Administration, SharePoint and Teams Administration.
- Experience with remote solutions, such as Citrix, Remote Desktop Services and VPN
- Experience with Apple Hardware and MAC OS X
- Experience with enterprise mobile devices
Responsibilities
- Provide phone and email technical support for end-users to resolve any hardware or software issues
- Technicians will be in a phone queue answering calls from clients during peak hours
- Support and troubleshoot workstations, servers and network related issues
- Perform systems administration for Office 365, Windows Servers, and workstations across multiple clients
- Monitor and troubleshoot client backups
- Escalate client issues through the proper channels
- Manage cases according to defined case impact and priority
- Maintain client security standards and confidentiality of information
- Clearly document support issues and all resolution steps in RSM’s ticketing system
- Monitor trends from reported client cases to isolate possible chronic issues for software, system, or network infrastructure that indicate failing hardware or software corruption
- Update cases and communicate with clients as required until issue is closed
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
501-1,000 employees
