We are looking for:

Network Administration

ICXpress is looking for full-time Remote Service Support Technicians. This position shall provide real-time support for end point devices, central IT components and enterprise applications for end users in USA. The candidate will provide Tier 1 and 2 support for incoming inquiries and tickets.

You will be responsible to triage incoming requests, provide competent and customer-oriented resolutions or escalate to higher tiers as needed. Tech may also be asked to participate in other IT related activities such as hardware builds, software installations and other deployments. You will be responsible for maintaining and updating documentation of client phone extensions and voice mail, email and SharePoint administration, desktop support and other common service desk activities, including project-oriented work.

Responsibilities:

  • Provide desktop support for Windows-based endpoint device environment (desktops, laptops, tablets, smart phones) in use by client organizations
  • Manage workload in IT help request queue and adhere to service levels
  • Manage regular back-ups of client IT environments
  • Provide IT-internal and end-user documentation and training (knowledge management)
  • Assist in production operations tasks as needed
  • Provide administration support for systems used to support business productivity (i.e., SharePoint)

Requirements:

  • Experience supporting end users, endpoint devices (including desktops, laptops, tablets and smart phones), back office applications in a multi-site enterprise environment
  • Experience using remote control software to diagnose user and computer issues
  • Experience supporting SonicWALL & Sophos Firewalls
  • Experience providing administrative support to O365 and SharePoint environments
  • Experience supporting phone and voice mail systems
  • Experience with printer hardware, print servers and queue management
  • Experience working in a multi-tiered IT support environment using service desk tools
  • Excellent oral & written communication and interpersonal skills & customer orientation
  • Advanced analytical and problem solving skills
  • Knowledge of networking and application concepts

Desired:

  • Experience supporting ActiveX, VMware and Citrix environments
  • Experience with Mobile Device Management (iOS and Android platforms)
  • Experience supporting email system administration (Exchange, Gmail, O365, etc.)
  • Experience with Voice over IP telephone systems
  • Experience with Endpoint Protection and Endpoint Encryption
  • Industry Certifications and/or practical experience with ITIL-driven Service Management
  • Industry-experience working in regulated environments (e.g. FDA, HIPAA, etc.)

Education:

  • Computer Science, Engineering or Business Administration degree or relevant experience (5+ years)
  • A+ Certification, CCNA, or similar certification preferred

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