Modern Desktop Support Technician

About the job

Embark on a transformative career with Intwo, a global Azure Expert MSP organization, as a Modern Desktop Support Technician. Our Modern Desktop Support Technicians are responsible for onboarding and supporting small and medium scale enterprise business networks. The Modern Desktop Support Technician will also work cross functionally with other Intwo Cloud and Network Support teams to deliver comprehensive IT and cybersecurity solutions. This position requires excellent communication and strong technical skills.

The Modern Desktop Support Technician will be responsible f or onboarding new customers through our proprietary onboarding process, creating network documentation, performing system benchmarking, along with providing reactive and proactive technical support. The position also requires a good working technical background and understanding of sound business principles and IT best practices. The position requires a strong business intuition, excellent verbal and written skills, and the ability to professionally present ideas at all levels of the corporate structure.

Step into a role where your skills lead to global impact, at Intwo, where we're more than just technology providers—we're technology leaders, setting the pace for cloud excellence around the world.

What you will be doing

• Respond and provide technical support for incoming customer service requests

• Resolving technical issues involving Microsoft’s M365 business applications and operating systems

• Develop technical support skills at the network level: WAN and LAN connectivity, switches, routers, firewalls and security solutions

• Technical documentation of existing system configurations

• Support remote access technology, including VPN, Remote Desktop Services and Citrix

• Maintain service documentation, log time and notes in ITSM

• Communication with customers: keeping them informed of incident progress, notifying them of impending changes or agreed outages

• Improve customer service, perception, and satisfaction

• Fast turnaround of customer requests

• Work on a team, communicate effectively, and share knowledge

• Work with the Service Desk Coordinator to prioritize service requests

• Remain up-to-date with current and emerging business technology, cybersecurity

• Escalate service requests that require engineer level support when necessary

• Responsible for entering time and expenses in ITSM as it occurs

• Complete assigned training materials to meet the requirements of the position

• Attend weekly service meetings with the service team

• Provide on call support when required (on rotation)

• Maintain awareness of all organization’s key IT services and support methodologies

Our expectations of you

• Advanced understanding of desktop operating systems, Microsoft M365 applications and administration, printing systems

• Good working knowledge of network systems and cloud environments like Azure and AWS

• Active Directory administration skills

• Azure Active Directory, Microsoft Endpoint Manager administration skills

• Proficiency in Windows Remote Desktop Server, Azure Virtual Desktop

• Strong understanding of Hosted Services including Office 365, DropBox, box.net and other cloud services

• Practical and applied experience with LANs and WANs

• Good working knowledge of DNS and hosted services management

• Understanding of Corporate Endpoint Protection Solutions, including Webroot, SentinelOne, Crowdstrike, Carbon Black, Microsoft Defender ATP or equivalent

• Understanding of support tools, techniques and how technology is used to provide IT services

• Diagnosis and troubleshooting skills

• Interpersonal skills such as telephony skills, communication skills, active listening and customer-care

• Ability to multi-task and adapt to changes quickly

• Technical awareness: ability to match resources to technical issues appropriately

• Typing skills to ensure quick and accurate entry of service request details

• Self-motivated with the ability to work in a fast-moving environment

Preferred Qualifications

• Understanding of Cybersecurity practices and frameworks (NIST, CIS)

• Security+ Certification

Who are we?

Intwo is a leading full-service Managed Services Provider (MSP) for Microsoft Azure, on-premise infrastructure, and critical business applications with over 30 years of experience. We serve more than 1,000 enterprise customers in over 40 countries, from 9 offices around the world (Seattle, San Diego, Puerto Rico, Amsterdam, Saudi Arabia, Dubai, Bangalore and Singapore). Our mission is to help companies achieve more with cloud technology. We are committed to taking businesses to the next level by enabling and delivering the most innovative and flexible cloud infrastructure, productivity, and business application solutions. With our integrated, global capabilities in the Microsoft Cloud – Azure, Modern Workplace, Dynamics 365 and Data and AI, Intwo is part of the Global Azure Expert Managed Services Provider program, has more than 10 Microsoft Gold competencies and is member of the Azure Elite Group.

What we offer

• A great work environment to collaborate with colleagues from all over the world

• Excellent on the job training opportunities

• Competitive salary with great benefits

• Inspiring, flexible, and open working culture

• International growth and career opportunities

• E-Learning subscription to Udemy

Salary range

A reasonable estimate for this position is US$22 per hour to US$70,000 per year. Compensation depends on experience.