Managed Services Technician Ii - Cyber Security

Job Description
Position Overview
Managed Services Technician is the second layer of escalation. This position provides remote technical support and assistance to end-users of all levels, with a broad variety of software and hardware issues. The SOC operates 24x7, this position will have a work schedule of 9:
30am - 6:
00pm Monday – Friday.
Responsibilities
Diagnose and triage level two technical support problems for our customers, including remote, telephone, and email support.
Answer questions on technical issues and resolve user problems.
Assist in scheduling and dispatching of technicians and engineers.
Work with engineers to troubleshoot and detail difficult problems as needed.
Assist in maintaining documentation and instructions for service desk issues
Provide accurate and timely logging of problems and resolutions in appropriate systems.
Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction
Active Directory, Azure
LAN/WAN connectivity
Firewall Configuration (VPN, port forwarding, etc.)
Understanding of a network - switches, routers and wireless access points
Group Policy Objects
Microsoft:
Intune/Autopilot, 365, power automate.
SharePoint