endpoint engineer ii.

job summary: We are looking for a Service Desk Technician Level II to join our team! In this customer facing role as the Service Desk Technician II, you will be responsible for supporting and growing our managed service offerings, which include cloud-based backup, infrastructure monitoring, and problem remediation. As the Service Desk Technician II, you will provide support for managed services infrastructure as well as fielding service calls regarding incidents and requests. Solving problem tickets and processing service requests is the focus of this position. Responsibilities will also include monitoring and servicing our internal infrastructure and staff. As a level II Service Desk Technician, you will become a subject matter expert in a few key accounts and serve as an escalation point for other service desk analysts. This position will provide expert level troubleshooting and technical expertise to drive high first call resolution. This role requires being part of an on-call rotation.   location: REMOTE, Pennsylvania job type: Permanent salary: $50,000 - 55,000 per year work hours: 3pm to 12am education: Bachelors   responsibilities: Diagnose, troubleshoot, and resolve technical issues affecting end-users and systems escalated from Level 1 Support DeskWork directly with customer stakeholders to develop and enhance existing IT support processes, document Service Desk procedures, communicate announcements, review/approve resolutions for inclusion into knowledge base and support new services adoptionOnboard new accountsParticipate in customer meetings and status callsEnsure adherence to Service Level AgreementsPrepare reportsSeek to create\maintain articles within the knowledgebaseRemediate Hardware and Software incidentsAccount provisioning/administrationPrepare and conduct training for new hires to include policies and procedures, technical training, phone etiquette, and customer service skillsProvide on-site and remote technical supportActively manage assigned work in ticketing system including timely and meaningful updatesLaptop provisioning/repairNetwork print servicesOn occasion managing multiple client ticket systemsMonitor client network/infrastructure and follow a notification and escalation processField support calls Requirements: 3 - 4 years of experience with troubleshooting end-user issues and processing service requests as part of a service desk teamMust have experience with troubleshooting and supporting client software, including Windows operating systems (Windows 7 and up), Office 365 on-premises and cloud-based workloads (Exchange Online, SharePoint Online, OneDrive and Teams) and Office applications (Word, Excel, PowerPoint, Outlook)Extensive experience working in an IT Service Management platform or Help Desk ticketing system (ManageEngine Service Desk experience a plus)strong working knowledge of end-user client hardware, including PC workstations, office peripherals, Android/iOS smartphones and tabletsBasic working knowledge of identity management platforms, including Microsoft Active Directory and Azure AD and Microsoft MFA; user access networks, including edge/access switches and wireless access points; on-premises and/or cloud-based telephony endpoints and softphones; network monitoring platforms and tools; configuration management platforms and tools sufficient to provision end-user equipment, install/update client software and push policy changesDemonstrated experience preparing and delivering training materialsstrong customer service skillsExperience with documentation and procedure designTechnical certifications and/or related college coursework/degree are a plus Position Type and Expected Hours of Work: This is a full-time position, (40) hours/weekThe hours are for 1st shift, Monday through Friday from 8:00 AM - 5:30 PM ESTThis position can be 100% remote. Depending on the candidate's location there could be some travel required to Delaware (Wilmington, Dover, and Lewes area)A possibility of off-hours support work   qualifications: Experience level: ExperiencedMinimum 4 years of experienceEducation: Bachelors  skills: HelpdeskWindowsO365OneDriveExchange OnlineSharePoint OnlineActive DirectoryiOSAndroid Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.

job summary: Description: Crucial part of the Production Support team which is responsible for managing incidents for new and existing Products.This position will interface with various operations teams to bring quickly and timely resolutions to incidents.Work is performed in a 24/7 operations environment.Must be available to work weekends and holidays on an on call basis.Bachelor's degree in Computer Science, Engineering, Business or related field or equivalent work experience is required.Typically has 5+ years of tech industry and/or work experience in Customer Service, Incident and Problem Management functions and solid understanding of ITIL and Incident Management practices.   location: Philadelphia, Pennsylvania job type: Contract salary: $27 - 37 per hour work hours: 8am to 5pm education: Bachelors   responsibilities: This incident manager is responsible for ensuring that all incidents are identified, triaged and resolved within SLA guidelines. Additionally, this position will be responsible for ensuring that all root-cause analysis is documented for high severity incidents and delivered to the respective Product owners.   qualifications: Experience level: ExperiencedMinimum 5 years of experienceEducation: Bachelors  skills: ITILcustomer service Incident Management practicesINCIDENTProblem ManagementManager Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.

job summary: We are looking for an Infrastructure Support Technician II to join our Managed Services technology team! As an Infrastructure Support Technician II, you will provide technical support for customers with a primary focus on Microsoft Cloud-based technologies associated with Azure Core Platform and Microsoft 365 Services. This person will respond to incidents, process service requests, and perform troubleshooting of unresolved issues for customers and internal Company systems. This position reports to the Infrastructure Manager, Managed Services.   location: REMOTE, Pennsylvania job type: Permanent salary: $80,000 - 100,000 per year work hours: 8am to 5pm education: Associates   responsibilities: Provide technical support, diagnosis, and problem resolution involving cloud-based Microsoft technologies including Azure Core Platform and Services, Azure Active Directory (AD), Exchange Online, Microsoft 365, Intune, Data Protection Manager, and other Azure-based servicesProvide guidance and aid in critical design decisions to create a public/private cloud hybrid solution which includes gathering requirements, assessing capabilities, and analyzing findings to provide appropriate cloud recommendations and implementation strategyAdminister and support the daily functional operation and configuration of customer deployed solutionsManage compliance and availability of customer licensingAct as the liaison for technical issues directly to MicrosoftReport on tenant usage, security, and compliance using available toolsAssess customer environments to drive optimization and improvementsDocument configuration management, processes, and proceduresCoordinate and support scheduled maintenance activities with Service Managers and across internal teamsUpdate ticket, task, and service request details to support triage, escalation, and resolutionSupport Customer onboarding activities and change management processesProvide direction and leadership to junior team members in relation to Microsoft cloud servicesTrain and maintain certification on supported technologiesSupport Customer onboarding/offboarding activitiesParticipate in on-call support rotation Requirements: 3-5 years of hands-on experience supporting Microsoft cloud services for customersDemonstrate technical experience working with AD Domain Services, Group Policy Management, Azure AD Connect, and Exchange On-PremPossess a strong understanding of traditional Microsoft products including Server OS, IIS, and IP servicesExperience with PowerShell scripting and automationDemonstrated ability to support, troubleshoot, and communicate in a collaborative and remote team environmentExposure and understanding of Cisco VMware technologies and how they relate to MS Cloud ServicesDemonstrated ability to self-manage workload and execute tasks of varying complexityExperience managing incidents and problems in one or more enterprise class ITSM platforms (ServiceNow, BMC Remedy, SolarWinds, ManageEngine, Kaseya)Excellent communication, documentation, and customer-facing skills Nice to Haves: Previous experience with a Managed Service Provider (MSP) or a fast-paced environment a plusDesire to continue learning about emerging technologiesRelevant Microsoft certifications a plus (AZ-900, AZ-104, MS-900 for example) Job Type & Expectations This is a full-time position, (40) hours/weekMay require occasional travel to Company's Managed Services facility or customer sitesWork is performed in a 24×7 operations environment with on-call participation   qualifications: Experience level: ExperiencedMinimum 3 years of experienceEducation: Associates  skills: INFRASTRUCTURE ENGINEERMicrosoftAzure CloudAzure ADExchangeCisco VMWareWindowsO365Network Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.