About the role: Product Support Engineers work as part of our Technical Engineering Center (TEC) in providing remote technical support to Dataprise customers in a 24X7X365 environment. In this position, you’ll work on a wide variety of technical issues and be a part of a dynamic, collaborative team. Customer service and a strong desire to learn and grow are paramount!

　　What You’ll Do:

　　Provide first contact support of incoming requests to the Service Desk via telephone, web portal, email, chat to ensure courteous, timely, and effective resolution of end-user issues.

　　Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way.

　　Record, track, and document the service desk incident within the Service Desk application.

　　Collaborate with other members of the team to identify solutions to customer support requests and escalate to more senior team members or external resources as needed.

　　Provide first-tier support to end users for Windows Workstations, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, or basic application and hardware troubleshooting.

　　Add users, remove users, reset passwords, and change folder permissions.

　　Basic understanding of how IP addresses, subnet masks, gateways, and DNS addresses work.

　　Utilize remote access solution and support on a variety of topics including VPN clients, Terminal Services, and Citrix.

　　Troubleshoot issues utilizing the latest versions of the following technologies: Active Directory, VPN Clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, Anti-Virus and Malware software, Spam Filtering, and Microsoft Office Applications.

　　What Skills & Experience You’ll Need:

　　A few years of related experience, ideally working with external clients in the Managed Services or IT Services industry.

　　Strong technical aptitude and hands-on experience with the following technologies: Windows Server,  Exchange Server, Active Directory, Firewalls, DNS, DHCP, VMWare, Office 365, Microsoft Office Application and Microsoft Office.

　　Stellar communication and the ability to speak clearly and explain just about anything to anyone over the phone and/or in writing.

　　A true passion and drive for creating an unmatched customer service experience.

　　The ability to deliver excellence independently and as a team and excel in a fast-paced environment.

　　A strong desire to learn and focus to ensure we are helping our clients win with IT.

　　The availability to work flexible hours.

　　A Bachelor's Degree in a related field preferred.

　　Industry certifications such as A+, Network+, MTA, MCSA-Office365, MCSA-Windows Server.

　　Dataprise Diversity Commitment: At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, gender identity/expression, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD!

　　Dataprise is an Equal Opportunity Employer.

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