Helpdesk & Escalations Technician - Level 2+ (MSP)

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Griffin Cloud is a marketing and software development company specializing in ERP, CRM, and social media solutions. We Provide software, services and support to our 5 internal brands and externally to our customers as well.?We provide SAAS platforms as well as the staff to do customizations and resources to use the platforms if necessary.

We are looking for a skilled Helpdesk & Escalations Technician - Level 2+ (MSP) to join our team, providing essential technical assistance to our clients. Your role will involve troubleshooting, repairing, and configuring various systems remotely, including computers, servers, email platforms, and applications like Microsoft 365. You will also handle regular maintenance tasks, monitor system performance, and deliver user-friendly solutions to end-user requests. This position requires you to be on the phone and work remotely with clients.

The ideal candidate has at least 3 years of relevant experience, a degree in Information Technology, and proficiency in tools such as Ninja RMM and Microsoft 365 Admin Portals. Excellent communication, organizational, and time-management skills are essential, along with the ability to work independently and in a team environment.

Wage/Salary Per Month: $200 - $800/month

Desired No. Of Hours Per Week: 10 hours a week, up to full-time

Responsibilities:
- Provide remote technical assistance to troubleshoot, repair, and configure computers, laptops, servers, email platforms, passwords, and various applications like Microsoft 365.
- Troubleshoot and resolve issues related to hardware, software, and network connectivity for clients.
- Perform regular maintenance tasks, including monitoring, patching, and backup procedures, to ensure the smooth functioning of systems.
- Administer and maintain cloud-based services, particularly Microsoft 365, to ensure optimal performance and security.
- Monitor system performance and respond promptly to alerts generated from monitoring software to minimize downtime and ensure system reliability.
- Engage with clients via phone to understand their technical needs and provide appropriate solutions in a professional and timely manner.
- Maintain accurate records of support interactions and time spent using Clockify, ensuring thorough documentation of all activities.
- Collaborate with tea ---------- mbers to address helpdesk tickets, undertake projects, manage active directory, and implement automation solutions to enhance efficiency.
- Deliver technical, user-friendly solutions to end-user requests, including PC troubleshooting, printer and scanning issues, email problems, password resets, and Multi-Factor Authentication (MFA) setup.

Qualifications:
- 3+ years of job-related experience, preferably in MSP service
- Excellent written and verbal communication skills in English
- Excellent organizational and time-management skills
- Ability to prioritize multiple tasks effectively
- Ability to work independently and in a team environment
- Attention to detail and ability to follow instructions precisely
- In-depth understanding of diverse computer systems and networking
- Good knowledge of Internet security and data privacy principles
- Experience with Active Directory, Microsoft 365 (including Exchange, SharePoint, & MS Teams), and Ninja RMM is required

Preferred Skills:
- 2-4 years of Technical Support experience
- Experience with Microsoft 365 Admin Centers (MS Teams, Compliance, Intune)
- Previous experience with Ninja RMM is a major plus
- Experience with IT documentation platforms
- Experience working with Fortinet Firewalls
- Experience with PowerShell and other scripting languages is a plus

Education & Certifications:
- A degree in Information Technology is required.
- Microsoft (CompTIA Security+, MCSA, CCNA) and other IT vendor certifications are desirable.

Tools and Technologies/You will utilize a variety of tools and technologies to perform your job efficiently, including but not limited to:
- Ninja RMM for endpoint monitoring and management
- Microsoft 365 Admin Portals
- Microsoft Teams
- Avanan Cloud Email Security
- Checkpoint Security Appliances
- PasswordBoss password management solution
- Clockify Time Tracking
- ----------
- Smartsheet's
- High Level CRM
- Fog Server
- Vendor-Specific Portals (Email Filter, Backup, VoIP, Firewalls, etc.)

Home Office Requirements/To effectively perform your duties, you must have:
- Dedicated, quiet area to work from
- Newer PC hardware with at least 8GB RAM and an i5 processor
- PC running Windows 10 or 11 PRO version (for Intune join)
- Noise-canceling headset
- Webcam
- Reliable internet speed of minimum 10Mbps
- Mobile phone for Multi-Factor Authentication (MFA)