The AME Group

• Resolve advanced desktop and application issues (performance problems, application conflicts, registry-level troubleshooting) • Take over tickets escalated from AI/automation systems when automated tools can’t complete the request successfully • Administer Microsoft 365 environments (Exchange Online, SharePoint permissions, security groups, conditional access policies) • Perform Active Directory tasks (user/group management, GPO troubleshooting, basic modifications) • Support macOS environments, including troubleshooting and basic Jamf/MDM administration • Troubleshoot network-related issues (VPN connectivity, DNS/DHCP problems, basic network diagnostics) • Implement and support backup/recovery solutions, including file/folder restores from client backup systems • Identify and respond to security issues (phishing attempts, malware removal, MFA implementation) • Manage software installations, deployments, and licensing issues • Perform hardware diagnostics and coordinate replacements or on-site support when needed • Document all work in the service desk system (clear resolution notes, next steps, and time entries) • Create and maintain client-specific SOPs; contribute to ongoing process improvements • Mentor Level 1 technicians through shadowing, ticket reviews, and hands-on training • Collaborate with specialized teams (server, network, security) for escalations and complex issues • Participate in client onboarding and migration/projects as needed

• Maintain strong phone presence and ensure reliable squad coverage. • Respond to client inquiries via phone, email, and tickets with professionalism and urgency. • Own issues from intake through resolution, keeping clients updated throughout. • Troubleshoot technical issues and escalate when appropriate. • Document all interactions and solutions clearly in the service desk system. • Meet SLAs and team KPIs while driving consistent service quality. • Act as a resource for processes, procedures, and best practices. • Lead, mentor, and develop team members to reach their full potential. • Conduct monthly 1:1s and manage performance reviews (3-month, 6-month, annual). • Participate in hiring decisions and handle coaching or disciplinary actions when needed. • Manage schedules, time-off requests, and after-hours/on-call rotations. • Encourage knowledge sharing and support training of new team members. • Promote a solution-focused, collaborative team culture. • Monitor service desk trends, ticket patterns, and recurring issues. • Review customer satisfaction metrics and implement improvements. • Identify opportunities to streamline processes and increase efficiency. • Prioritize tasks effectively and manage time across competing demands. • Meet weekly with leadership to review performance and initiatives. • Represent the service desk in company-wide initiatives. • Support projects from planning to execution.

• Maintain strong phone presence and ensure reliable squad coverage • Respond to client inquiries via phone, email, and tickets with professionalism and urgency • Own issues from intake through resolution, keeping clients updated throughout • Troubleshoot technical issues and escalate when appropriate • Document all interactions and solutions clearly in the service desk system • Meet SLAs and team KPIs while driving consistent service quality • Lead, mentor, and develop team members to reach their full potential • Conduct monthly 1:1s and manage performance reviews (3-month, 6-month, annual) • Monitor service desk trends, ticket patterns, and recurring issues • Prioritize tasks effectively and manage time across competing demands

• Implement and support IT and network solutions across multiple platforms. • Provide daily remote support for network infrastructure and connectivity issues. • Respond to end-user network incidents and service requests in real time. • Collaborate with internal teams and clients to design, refine, and implement solutions. • Offer technical guidance and ensure successful execution of IT projects.

• Implement, and support IT solutions across various platforms, ensuring optimal performance and scalability. • Provide daily hands on support for network infrastructure and connectivity issues. • Respond to and resolve end user network incidents and service requests in real time. • Collaborate with our team and our clients to design and implement solutions. • Work closely with team and clients to provide technical guidance and ensure successful project implementation.