Monitor and resolve complex network and computer issues via ConnectWise and IT Glue. This is an MSP with over 500 clients world-wide. ● Customer Satisfaction through the delivery of world class Support Services. ● Optimizing productivity while assigned to customer tickets or projects. ● Ability to prioritize work through ticket and project status. ● Problem-solving and resolution of network issues and escalating where appropriate. ● Ticket Quality Control and Ticket Management. ● Customer Service including phone, video, and email communication. ● Outstanding capabilities to troubleshoot and correct Server, PC, Desktop, VM, Client/Server issues. ● Strong broad-based knowledge of VM, hardware, Operating systems, patching, backup, security protocols, basic understanding of Network protocols, and Remote Management tools. ● Ability to communicate effectively and professionally with all customer contacts. ● Ability to provide clear written communication for ticket/project updates. ● Clear written communication to maintain organization and control over all information related to customer tickets and assignments. ● Strong background with ticketing systems and tracking work. ● 2+ years in a customer facing role, MSP preferred. ● 2+ years working with SaaS products. ● Intune, ConnectWise, Automate or N-Able experience. ● Virtualization technology certified a plus. (Azure, VM Ware and AWS). ● Experience with MSP tools like IT Glue.