MSP Help Desk, Sys Admin – Level 2

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October 29

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Strategic Technology Solutions, LLC

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Cybersecurity • B2B

<Strategic Technology Solutions, LLC> is a managed services provider that specializes in delivering cybersecurity and fully managed IT services tailored to law firms. The company emphasizes SOC 2 Type II certification, security maturity assessments and programs, cloud solutions, vCIO advisory, and compliance support for legal industry clients across Los Angeles, Arizona, and nationwide.

11 - 50 employees

Founded 2015

🔒 Cybersecurity

🤝 B2B

📋 Description

• Provide remote and/or on-site support services to clients with the highest level of professionalism to provide top-tier experience. • Act as a tier 2 resource for the department's reactive tickets queue. • Understand client requests and react according to severity and escalation needs. • Achieve 95% CSAT consistently as an individual metric. • Perform client resource onboarding and offboarding requests. • Utilize the ticketing system to work on and resolve tickets and requests. • Ability to keep detailed notes on tickets and meet ticket SLA requirements. • Follow the documented processes throughout the entire ticket life cycle. • Utilize the remote monitoring and management solution to aid in the completion of Service Delivery incidents and requests. • Ability to interact with outside vendors to resolve support issues. • Provide guidance and support to team members. • Create, update and maintain Client Documentation in the Documentation Management System. • Escalate tickets that require additional support from Service Delivery Management. • Document and account for all time worked within the ticketing system. • Adhere to service desk procedures and company security protocols. • Participate in the On-Call rotation as a technical resource.

🎯 Requirements

• Experience in operating in a service focused department with the highest levels of client satisfaction as the core goal. • Experience in multiple technologies including physical and virtual infrastructure, networking components, and Microsoft environments. • Minimum 4+ years of experience within relevant IT fields. • Has active (or ability to attain) Microsoft certifications, including but not limited to Cloud & AI Platforms, AI Business Solutions or Security. • Experience working for a Managed Service Provider (MSP) or IT Service Providers. • Experience in configuring and managing of network Infrastructure including firewalls, switches, wireless access points and VPN technologies. • Experience in configuring and supporting Enterprise Infrastructure, including Hyper-V or VMware (ESX/vCenter), Virtual Desktops, and other hardware, including physical servers and storage appliances. • Experience in configuration and support of major Microsoft technologies including Entra ID, Intune, Office365, Azure, SharePoint, Teams and on-premises operating systems. • Familiarity with MSP tools like Autotask PSA, Datto RMM and BCDR, BrightGauge and Hudu. • Familiarity with security technologies, risk management and industry frameworks or standards such as CIS, NIST and SOC2 or similar. • Associate or bachelor’s degree, in computer science, information sciences, or related field preferred. • Experience using with Legal Technology such as iManage and NetDocuments a plus. • Experience with virtual desktop, DaaS or Windows PC a plus. • Must be able to work 9-6pm PST.

🏖️ Benefits

• 401(k) • Competitive salary • Dental insurance • Health insurance • Opportunity for advancement • Paid time off • Training & development • Vision insurance • Wellness resources