Cloud Services Technician

Overview
The Cloud Services Technician is an entry level position, responsible for providing Tier 1 helpdesk end-user support for small to enterprise sized clients with complex issues in various Microsoft products, as well as other technical hardware and software issues. Additional duties include reporting, licensing reconciliation, diagnosing and resolving technical issues over the phone by using advanced remote management tools or on-site, and logging tickets into our ticketing database to track time and facilitate tactical report generation.
Responsibilities

• Answer calls and create tickets to resolve or escalate
• Maintain 60% time as available in the call queue
• Maintain individual clients' SLAs by responding to submitted tickets and beginning basic triage of tickets/alerts before resolution or escalation
• Monitor Backup offerings, perform basic troubleshooting, and escalate alerts
• Reconcile licensing for Cloud Service offerings
• Troubleshoot, monitor, and maintain client computers and desktop applications
• Support current Windows operating systems (XP through Windows 10)
• Support current Microsoft Office Suites
• Escalate unresolved issues to the appropriate internal channel
• Remotely configure Smartphones to various email systems
• Desktop imaging and building for customers
• Translate complex technical terms and concepts into layman's terms
• Respond to calls, tickets and emails to troubleshoot reported issues in a helpdesk environment if necessary and requested

Qualifications

• 1 to 3 years' experience in a technical support role
• Current Microsoft Desktop Certification preferred.
• Experience with current Windows operating systems (XP through Windows 10) required.
• Experience with local and network printers preferred.
• Basic administration of Windows servers preferred.
• LAN/WAN and basic network troubleshooting and problem solving preferred.
• Familiarity with email server and spam filtering technology preferred.
• Must have exceptional communications skills.
• Must be energetic, self-motivated and work well in a team environment.
• Ability to work weekends and/or remotely as needed.
• Must have reliable transportation

ABOUT US:Sharp Business Systems
Sharp Business Systems (SBS) is a direct sales division of Sharp Electronics Corporation, the U.S. based subsidiary of Japan's Sharp Corporation. With the strategic solutions set that make up the Simply Smarter Office, Sharp Electronics is viewed as a leading provider of innovative technologies and services ranging from its highly acclaimed AQUOS interactive display panels and portfolio of multifunctional printers, to a proven suite of advanced workflow and managed IT services.
Compensation for this position
The compensation range for this role is $35,250-$62,200. The listed salary range or contractual rate excludes bonuses, incentives, differential pay, and any other forms of compensation or benefits. The starting salary will be determined by several variables, including but not limited to experience, education, training, certification, and location. You may also be eligible to receive an annual discretionary incentive award, commissions, and program-specific awards, which are subject to the rules governing these programs.
Employee perks:

• Flexible hybrid work schedules.
• Comprehensive, family-friendly healthcare plans (medical, dental, vision).
• 401k retirement plan with a competitive match and plenty of financial support tools.
• Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support. Financial protection for you and your family (life insurance and disability insurance)
• Rewarding and wholistic wellness program.
• Training, professional development, and mentorship
• Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)
• Dynamic culture eager to innovate, enhance diversity, and work smarter.

Sharp Electronics Corporation is an equal opportunity employer - minority/female/disability/veteran
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