End User Support Administrator

• Knowledge, operational proficiency and troubleshooting ability of standard business applications such as Microsoft Office Suite, Outlook, Microsoft O365/SharePoint, Microsoft Teams, Microsoft Edge, Google Chrome, Firefox, Adobe PDF Reader and Writer, Antivirus software (Sentinel One), Lotus Notes
• Knowledge of and supporting ERP systems such as SAP
• In depth knowledge of and the supporting of unified communications systems for delivery of services including room systems, client endpoints and SaaS integrations
• Administration and management of SharePoint O365 and Teams sites
• Active Directory administration: user account create/delete, security group mapping, login scripts
• Skilled at configuring, imaging and staging services on laptop and desktop computers
• Provide daily technical support to business units and escalate unresolved calls to the 2nd/3rd line support teams
• Maintain accurate IT equipment inventory databases
• Work closely with the IT Senior Management Team and assist with recommendations for the improvement of IT systems and infrastructure
• Gather requirements, design, and deploy solutions to meet business needs
• Design migration projects as a technical lead
• Evaluation, creation and management of scripts
• Management and responsibility of ancillary systems such as email security, backups, and security
• Take ownership of critical service and senior stakeholder issues
• Respond to support queues promptly and document incidents accurately
• Monitor and enforce system security guidelines for clients
• Adhere to procedures and escalation processes as defined by Management
• Provide exceptional customer service to all clients
• Proactively support and maintain effective user relationships by educating clients on system capabilities
• Utilize existing knowledge bases to research, resolve, and respond to incidents and requests
• Provide accurate troubleshooting and creative solutions to complex problems
• Manage the incident resolution process for all open incidents
• Experience of writing procedural and/or support documentation
• College diploma and/or equivalent work experience or technical certificate
• Experience deploying and managing Identity Management (Active Directory, Azure Active Directory)
• 3-5 years’ experience using Intune for end point management and security compliance
• 5-7 years’ experience supporting Microsoft 365, including Teams, Enterprises Mobility and Security Suite, and Azure Active Directory
• Understanding of networking concepts and integration to LAN/WAN technologies
• Experienced with Windows Server Operating Systems
• Strong working knowledge of Microsoft Security Solutions
• Experience of working effectively within a team and collaborating with others to achieve a goal
• Experienced documenting processes for support teams and end users
• Excellent verbal and written communication skills
• Experienced working within the ITIL frameworks
• Ability to manage complex tasks and scenarios

Certifications (Microsoft 365 Certified: Modern Desktop Administrator Associate, ITIL) a plus

• medical
• vision
• dental
• life and disability insurance
• eligible to enroll in our company 401(k) plan