Responsibilities
- Preparing for and executing all on-site appointments with a demeanor that upholds and strengthens our core mission statement
- Identifying important client-initiated scope changes unrelated to your original appointment deliverables, and handing them off to our remote support team in a way that prevents client care situations
- Maintaining your Altourage-provided on-site toolkit
- Working with your team to support your clients by ensuring that your tickets are handled according to Altourage best practices
- Managing your calendar and workload to respond to requests within our contractual SLA requirements
- Recognizing and informing the Service Desk Queue Manager and Support Manager when you are at your limit to handle incoming requests so they can react and maintain our SLA commitments
- Correctly accounting for your time and properly documenting on your assigned tickets, as well as updating our internal documentation according to best practices
- Properly prioritizing and escalating tickets, client care situations and potential sales opportunities in a timely manner
- Treating our clients and your team with professionalism, respect, patience and care
- Maintaining excellent communication with clients and your team to ensure tickets are properly handled and clients are well-informed of the ticket progress
- Retaining technical and client personality knowledge required to provide excellent customer service for your preferred clients
- Handling responsibilities associated with in-office equipment inventory for internal Altourage and external client use or resale
- Reading, learning, and mastering all relevant best practice documentation for your position, including ticket management, technology and security standards and time tracking
- Staying current with our technology standards, tools and methods, as well as with their underlying technologies
- Abiding by Altourage’s security and confidentiality requirement
Requirements
- Basic or fundamental Microsoft 365 admin experience
- Basic or fundamental networking experience with some exposure to SonicWall or Meraki
- Work out of our NYC office 5x a week and commute to client appointments in NYC and other boroughs + Long Island and NJ
- Exceptional client care skills - confidence, great verbal and written grammar, extremely personable
Nice to Have
- Strong 365 admin experience (2-4 years)
- Strong networking experience specifically with Meraki hardware and administration
- Prior experience with an MSP
- Technical Expertise - Strong understanding of IT solutions, including cloud computing, network infrastructure, cybersecurity, enterprise software, and IT support services. Ability to assess, design, and implement solutions that address complex client challenges.
