Address
Form of workManaged Services – Tier III
Location: Louisville, KY
Employment Type: Full Time
Location: Louisville, KY
Employment Type: Full Time
About KiZAN
We make technology personal!
KiZAN is an Industry leading Microsoft Professional Services and Managed Services Provider supporting Regional, National and Global clients. We personalize technology by sparking passion, fueling purpose, and building connections.
Here at KiZAN, we are one team, we support each other, and take the initiative to solve problems. We are fully committed to the direction chosen and always support our Mission. Being a part of KiZAN means that we win together, we create an inclusive atmosphere where everyone feels accepted, a sense of purpose, and we embrace collaboration.
KiZAN Technologies has an immediate need for an exceptional individual to join our family as Managed Services- Tier III. The ideal candidate will have strong communication skills, is a true team player with a commitment to success, has leadership skills, and will be able to thrive in a fast paced, rapidly-changing environment.
Responsibilities:
The Managed Services Analyst – Tier 3 provides support for incident resolution and requests reported to the service desk. Responsibilities include triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components. The Managed Services Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Timely escalation to vendors or internal staff and follow up of non-resolvable incidents while providing excellent customer service.
- Addresses and resolves incidents and requests; logs all incidents and requests; engages other KiZAN support resources to resolve incidents that are beyond the scope of their ability or responsibility.
- Level 3 Support for problems identified with systems and network. Will act as an escalation for Level 1 and Level 2 Managed Services support technicians
- Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude. Creating Raving Fans!
- Create, request, and present technical specifications and requirements for purchasing of new servers and networking equipment via quote procedure.
- Participate in after-hours upgrades, troubleshooting, and/or on-call availability as needed.
- Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
- Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are completed, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
- Contributes to knowledge management process by maintaining current and developing new knowledge documentation, increasing ability to resolve requests on first contact.
- Performs proactive maintenance tasks as scheduled for customers.
- Provide Infrastructure services in all areas needed: storage networking, Operating System, network security, directory services, server virtualization using system backup and restore, system and network monitoring, application installation and configuration
- Assists with monthly reports, and recommendations for Managed Services Clients
- Interface with third party vendors as liaison between client and vendor
- Utilize superior customer service skills
- Stay current with system information, changes, and updates
- Provisions, maintains, and removes security privileges for users of customer systems.
- Assists in review and creation of Standard Operating Procedures Updates.
- Authorization to work in the US without sponsorship.
- Performs other duties as assigned.
Minimum Requirements:
Candidates should be team players with excellent communication skills and have the ability to manage assignments independently. The ideal candidate will have a nurturing personality and the desire to help in the development and mentoring of level 1/2 technicians.
- Competency (Advanced knowledge) of the following technologies:
- Office 365 / Microsoft 365 Administration
- Teams
- SharePoint Online
- SCCM / Intune Administration
- MDT
- VMWare
- Citrix
- SAN Technologies
- HPE Nimble
- QNAP
- Synology
- Network Firewall, Switching, and Wi-Fi Hardware
- Cisco / Meraki
- SonicWall
- Dell
- HPE
- Ubiquiti
- Microsoft Azure
- Azure Virtual Desktop
- Azure Site Recovery
- Office 365 / Microsoft 365 Administration
- Intermediate understanding of O365 administration and configuration.
- Advanced technical knowledge of Microsoft Windows operating systems and built-in Add-on applications
- Active Directory
- Sites and Services
- Domains and Trusts
- DHCP
- DNS
- Group Policy
- NPS (Network Policy Server)
- RRAS (Routing and Remote Access)
- Hyper-V
- Active Directory
- Competency in MS Office Suite.
- Microsoft certifications preferred, relevant experience can be used as an alternative
Skills and Abilities:
- 5-7 years of prior IT experience. Prior experience working for a service provider is a plus
- High School Diploma required; Technical Degree Preferred.
- Experience supporting Software/Hardware for multiple customers.
- Demonstrated ability to achieve successful outcomes in handling difficult situations and work with various customers and management levels.
- Demonstrated ability to work in a fast-paced environment.
- Demonstrated ability to manage multiple priorities and follow through on projects to completion.
- Works effectively both as a team member and independently.
- Effectively utilizes tools to resolve issues and escalates appropriately.
- Network configuration, monitoring, and troubleshooting experience are a must.
- Demonstrates ability and desire to learn.
- Demonstrated ability to learn customer support processes and techniques.
- Strong written and verbal communication skills.
- Strong analytical skills.
- Ability to solve problems.
Preferred Experience, Skills and Abilities:
- Competency in ITSM Ticketing solutions.
- Proficiency in using RMM support tools.
- Customer service orientation and/or prior customer service training.
- Strong understanding of Microsoft Technology Framework.
- Active directory experience.
- Office 365 Administration
- Understanding of Office 365 Identity models (Synchronized vs Federated vs Cloud Only)
- Add/Remove Users and Groups
- Basic licenses and application
- Ability to review and analyze Office 365 Productivity Score and Usage reports
- Ability to review and report on Office 365 Service Health and Message Center
- Understanding of Domains in Office 365
- Assigning Administrative Roles
- Familiar with Azure AD Connect
- Exchange Online
- Ability to manage recipients
- Advanced mail flow understanding
- Ability to perform message traces
- Assigning permissions to resources and mailboxes
- Understanding of Litigation Hold and Online Archives
- Understanding of Advanced Threat Protection in Exchange Online
- Understanding of recipient types (User Mailboxes, Shared Mailboxes, Resource Mailboxes, Public Folders etc.)
- Security and Compliance Center
- Advanced overall understanding of Office 365 Security and Compliance Center, Microsoft 365 Security and Microsoft 365 Compliance
- Ability to review and report on Retention Hold Policies and Labels
- Ability to review Dashboards and provide analysis of data presented
- Understanding of Alerts
- Understanding of Archives and Importing data
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