HireArchi

Role Description We are seeking a dedicated IT Service Coordinator to join our technical support team. This role is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. The Service Coordinator will perform service request intake from clients, assign, schedule and dispatch service engineers for remote or onsite service according to urgency and contractual service level agreements (SLA). This position serves as the single point of contact for clients and requires strong client relations skills. Key Responsibilities - Act as the single point of contact to clients for all types of service requests. - Perform service request intake from clients through email, manual entry, or direct client input. - Pre-process service requests as they arrive and assess urgency levels. - Schedule internal and field technical resources using Halo and Hudu dispatch portal. - Assign and dispatch service engineers for remote or onsite service according to urgency and SLA requirements. - Monitor resource schedules to ensure prompt time entry on service requests. - Enter all work as service tickets into the designated PSA (Professional Services Automation) system. - Coordinate all IT support groups to ensure maximum utilization of billable resources. - Monitor and improve usage and productivity of IT support resources. - Match technical resources to issues appropriately based on technical requirements. - Escalate service requests that cannot be scheduled within agreed service levels. - Report utilization of IT Support resources and successful completion of service requests to the Service Manager. - Maintain ongoing communication with clients: keeping them informed of incident progress. - Notify clients of impending changes or agreed outages. - Ensure fast turnaround of client requests while maintaining service quality. - Improve client service, perception, and satisfaction through proactive communication. - Handle client inquiries and concerns with professionalism and Aloha spirit. - Understand and follow processes in the company's ticketing system. - Generate and distribute service reports and performance metrics. - Maintain accurate documentation of all service requests and client interactions. - Support billing processes and service agreement compliance. - Assist with inventory management and equipment coordination as needed. Qualifications - Bachelor's degree in information technology, Computer Science, Business Administration, or a related field. - Previous client service or phone-related experience required. - Familiarity with computer system support terminology and concepts. - Experience in IT support, help desk, or customer service roles preferred. - MSP environment experience a plus. - Basic computer and operating system knowledge. - Understanding of support tools, techniques, and how technology is used to provide IT services. - Service awareness of key IT services for which support is being provided. - Technical awareness: ability to match resources to technical issues appropriately. - Experience with PSA (Professional Services Automation) systems like Halo and Hudu. - Knowledge of ticketing systems and IT service management processes. Requirements - Strong interpersonal skills including telephony skills, communication skills, and active listening. - Excellent client care and customer service orientation. - Ability to communicate effectively with both technical and non-technical audiences. - Professional phone etiquette and positive attitude. - Team collaboration and communication skills. - Ability to multi-task and adapt to changes quickly in a fast-moving environment. - Strong typing skills to ensure quick and accurate entry of service request details. - Self-motivated with ability to work independently and manage priorities. - Attention to detail and accuracy in documentation and scheduling. - Problem-solving mindset with logical approach to resource allocation. Personal Attributes - Self-motivated with strong work ethic. - Ability to work effectively in a team environment. - Adaptability and willingness to learn new systems and processes. - Positive attitude and professional demeanor. - Commitment to improving client service, perception, and satisfaction.

Role Description The Level 2 Support Technician is responsible for resolving escalated technical issues that require in-depth troubleshooting, system administration, and infrastructure support. This role acts as the bridge between Level 1 support and Level 3 engineers, ensuring complex incidents and requests are addressed efficiently. Level 2 technicians also contribute to process improvements, documentation, and mentoring junior team members. - Handle escalations from Level 1 technicians for issues requiring deeper analysis. - Diagnose and resolve: - Advanced Windows/macOS issues, OS imaging, and driver conflicts. - Network-related problems (DNS, DHCP, VLANs, firewall rules, site-to-site VPNs). - Server administration tasks (Active Directory, Group Policy, file/print servers). - Office 365 administration, email migrations, and mailbox recovery. - Virtualization issues (Hyper-V, VMware) and basic cloud infrastructure troubleshooting. - Security issues such as antivirus/EDR alerts, MFA troubleshooting, and access control. - Utilize remote tools, PowerShell, and other automation techniques for efficient troubleshooting. - Document root causes and resolutions thoroughly in the ticketing system. - Follow ITIL best practices for incident resolution and problem management. - Escalate issues to Level 3 or specialized teams as needed, providing detailed troubleshooting steps. - Ensure SLA compliance for response and resolution times. - Identify recurring issues and propose solutions to reduce ticket volume. - Contribute to the internal knowledge base by documenting troubleshooting steps and best practices. - Provide coaching and mentorship to Level 1 technicians to improve first-call resolution rates. - Communicate with end users and business stakeholders to provide updates on issue resolution. - Set clear expectations on resolution timelines and escalate proactively when necessary. - Deliver outstanding customer service while balancing technical priorities. Qualifications - Strong expertise in Windows Server, Active Directory, Group Policy, and networking. - Proficiency in troubleshooting cloud-based services like Microsoft 365, Azure, and AWS. - Experience with enterprise networking, including VLANs, routing, firewalls, and VPNs. - Familiarity with scripting (PowerShell, Bash) and automation for system administration. - Knowledge of cybersecurity best practices and endpoint security solutions. - Experience with RMM (Remote Monitoring & Management) tools. - 3+ years of experience in IT support or system administration. - Certifications preferred: CompTIA Network+, Security+, Microsoft MCSA/MCSE, ITIL v4. - Excellent problem-solving and critical-thinking abilities. - Strong verbal and written communication skills. - Ability to work in a fast-paced MSP environment while maintaining attention to detail. - Strong analytical and problem-solving skills. - Ability to explain technical concepts to non-technical users. - Ability to manage multiple tasks and prioritize work effectively. Benefits - 13th Month Pay - HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period) - Personal Time Off (After a 90-day probationary period)

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a Remote L2 IT Support Engineer to serve as a skilled, accountable technical resource within our lean service delivery team. This role focuses on resolving escalated and complex support tickets, executing Microsoft 365 project tasks, and maintaining high-quality documentation, all under the coordination of our Service Delivery Manager. This role requires excellent written and spoken English proficiency. We're looking for someone whose communication is polished, precise, and easy for US-based clients and teammates to follow. Key Responsibilities - Be the go-to escalation engineer for complex Level 2 issues across Windows, Microsoft 365, and client infrastructure. - Conduct root cause investigations to identify recurring technical issues and implement permanent fixes that improve stability and reduce repeat incidents. - Take ownership of Microsoft 365 administration and optimization across Exchange, SharePoint, Teams, Entra ID, and Intune. - Maintain high-quality technical documentation by ensuring tickets, system notes, and client environment records in HUDU are complete, accurate, and actionable. - Support and execute high-impact migration projects, helping clients move smoothly through Microsoft 365 and endpoint transitions. - Create smart PowerShell automations that improve service delivery, eliminate repetitive work, and scale team effectiveness. - Uphold a high standard of responsiveness, professionalism, and accountability while consistently delivering a first-class client experience. - Identify opportunities to improve security, stability, and process maturity across client environments, and take action to make those improvements happen. Qualifications - 4+ years in IT support or systems administration at the L2 level. - Hands-on Microsoft 365 tenant administration: Exchange Online, SharePoint, Teams, Entra ID (Azure AD), Intune. - Experience in an MSP or multi-client environment strongly preferred. - Proven ability to work independently in a fully remote setup with US-based teams. - Exposure to cybersecurity practices and security hardening (NIST, CIS, or similar frameworks a plus). - History of strong client communication in English — phone, video, and written. Requirements - Microsoft 365 tenant administration (Exchange, SharePoint, Teams, OneDrive). - Entra ID (Azure AD): MFA, Conditional Access, SSO, identity governance. - Intune / Endpoint Manager: device enrollment, compliance policies, configuration profiles. - Microsoft Defender, DLP policies, and security baselines. - PowerShell scripting for automation, reporting, and bulk operations. - PSA/RMM tools — HaloPSA and NinjaRMM preferred. - IT documentation systems — HUDU preferred. - Backup/DR tools — Acronis or similar. Preferred Qualifications - Microsoft Certifications: MS-102 (Microsoft 365 Administrator), MD-102 (Endpoint Administrator), SC-300 (Identity and Access Administrator). - Familiarity with NIST, CIS, or CMMC security frameworks. - Experience with Power Automate, Graph API, or similar automation platforms. - Background in on-call or after-hours support rotations.