Intelisys
Overview
Join to apply for the
Technical Support Specialist II
role at
Intelisys . intY US, a ScanSource, Inc. company, is a leading cloud-only distributor, helping ambitious IT businesses succeed through providing premier SaaS solutions, top-class training, simplified PSA integrations and unrivalled support. Reporting to intY's Technical Operations Manager, the Technical Services Specialist II will predominantly be responsible for providing consultative break-fix support service and will support the wider team in a technical capacity around both pre-sales and go-to-market execution. The main focus of the role will require an individual capable of providing 1st and 2nd tier break-fix support across a breadth of cloud services from vendors, including, but not limited to, Microsoft, Acronis, Bitdefender, BitTitan, and Exclaimer. This role requires the candidate to demonstrate a passion for technology and to proactively position products and solutions to the channel when presented the opportunity.
Responsibilities
Provide 1st and 2nd tier support to partners and customers of intY.
Liaise with 3rd party vendors, including but not limited to Microsoft and others, regarding technical cases and upcoming product changes.
Liaise with 3rd party vendors to escalate and resolve cases that cannot be resolved in-house.
Manage and own a support ticket through to resolution – cradle-to-grave ticketing approach.
Undertake professional service tasks, as directed by the Technical Services Manager.
Provide world-class customer engagement.
Effective case management in line with defined processes. Liaise with end users and customer IT Support Staff to resolve issues within predefined SLAs.
Educate team members, partners and customers on how to troubleshoot similar issues as they arise.
Work with the wider business in delivering business goals and objectives including supporting Sales and Marketing in a technical capacity.
Acquire and maintain certifications including but not limited to Microsoft.
Qualifications/Skills
At least 2 years' experience working within an IT Help Desk or similar environment.
Experience in providing technical support for M365 products including Teams, Exchange Online, SharePoint, OneDrive, and Power BI.
In-depth understanding of configuring/troubleshooting Windows Server, SQL Server, Remote Desktop Services, Exchange Server, Hyper-V, Domain Controller and DNS Server.
Demonstrates knowledge of licensing Windows Server, SQL Server, Remote Desktop Services, Exchange Server and their CALs.
Familiar with setting up different identity services like Active Directory and Entra ID.
Comfortable working independently and as part of a team.
Ability to handle and prioritize a high case load.
Maintains a positive attitude during difficult customer engagements.
Shows a desire to learn new technologies through certifications.
At least one Microsoft certification such as AZ-305, AZ-104, AZ-700, AZ-140, MS-900, etc.
Preferred
Bachelor's Degree in Computer Science or IT.
Experience in migrations such as Exchange, SharePoint, SQL; cloud-to-cloud or on-premise to cloud.
Knowledge of deploying, configuring, and troubleshooting Azure infrastructure.
Understanding of using Entra Connect to create a hybrid cloud environment.
Experience in using PowerShell.
Ability to translate complex information into succinct, less-technical language.
Multiple Microsoft Certifications: AZ-305, AZ-104, AZ-700, AZ-140, MS-900, etc.
Compensation Compensation Range: $90,000 - $100,000
Actual annual salary offered will be based on experience, education and skills, and will be mutually agreed upon at the time of offer. This position is not eligible for a variable pay component.
Benefits We offer comprehensive benefits including medical/dental/vision, life insurance, and a 401(k) plan with matching provision. Outside of CA, ScanSource grants 128 hours of paid time off per year (prorated). In CA, employees accrue hours to equal 128 hours of PTO. ScanSource also celebrates 8 paid company holidays.
Equal Opportunity ScanSource, Inc. is an Equal Opportunity Employer. EOE/M/F.
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Join to apply for the
Technical Support Specialist II
role at
Intelisys . intY US, a ScanSource, Inc. company, is a leading cloud-only distributor, helping ambitious IT businesses succeed through providing premier SaaS solutions, top-class training, simplified PSA integrations and unrivalled support. Reporting to intY's Technical Operations Manager, the Technical Services Specialist II will predominantly be responsible for providing consultative break-fix support service and will support the wider team in a technical capacity around both pre-sales and go-to-market execution. The main focus of the role will require an individual capable of providing 1st and 2nd tier break-fix support across a breadth of cloud services from vendors, including, but not limited to, Microsoft, Acronis, Bitdefender, BitTitan, and Exclaimer. This role requires the candidate to demonstrate a passion for technology and to proactively position products and solutions to the channel when presented the opportunity.
Responsibilities
Provide 1st and 2nd tier support to partners and customers of intY.
Liaise with 3rd party vendors, including but not limited to Microsoft and others, regarding technical cases and upcoming product changes.
Liaise with 3rd party vendors to escalate and resolve cases that cannot be resolved in-house.
Manage and own a support ticket through to resolution – cradle-to-grave ticketing approach.
Undertake professional service tasks, as directed by the Technical Services Manager.
Provide world-class customer engagement.
Effective case management in line with defined processes. Liaise with end users and customer IT Support Staff to resolve issues within predefined SLAs.
Educate team members, partners and customers on how to troubleshoot similar issues as they arise.
Work with the wider business in delivering business goals and objectives including supporting Sales and Marketing in a technical capacity.
Acquire and maintain certifications including but not limited to Microsoft.
Qualifications/Skills
At least 2 years' experience working within an IT Help Desk or similar environment.
Experience in providing technical support for M365 products including Teams, Exchange Online, SharePoint, OneDrive, and Power BI.
In-depth understanding of configuring/troubleshooting Windows Server, SQL Server, Remote Desktop Services, Exchange Server, Hyper-V, Domain Controller and DNS Server.
Demonstrates knowledge of licensing Windows Server, SQL Server, Remote Desktop Services, Exchange Server and their CALs.
Familiar with setting up different identity services like Active Directory and Entra ID.
Comfortable working independently and as part of a team.
Ability to handle and prioritize a high case load.
Maintains a positive attitude during difficult customer engagements.
Shows a desire to learn new technologies through certifications.
At least one Microsoft certification such as AZ-305, AZ-104, AZ-700, AZ-140, MS-900, etc.
Preferred
Bachelor's Degree in Computer Science or IT.
Experience in migrations such as Exchange, SharePoint, SQL; cloud-to-cloud or on-premise to cloud.
Knowledge of deploying, configuring, and troubleshooting Azure infrastructure.
Understanding of using Entra Connect to create a hybrid cloud environment.
Experience in using PowerShell.
Ability to translate complex information into succinct, less-technical language.
Multiple Microsoft Certifications: AZ-305, AZ-104, AZ-700, AZ-140, MS-900, etc.
Compensation Compensation Range: $90,000 - $100,000
Actual annual salary offered will be based on experience, education and skills, and will be mutually agreed upon at the time of offer. This position is not eligible for a variable pay component.
Benefits We offer comprehensive benefits including medical/dental/vision, life insurance, and a 401(k) plan with matching provision. Outside of CA, ScanSource grants 128 hours of paid time off per year (prorated). In CA, employees accrue hours to equal 128 hours of PTO. ScanSource also celebrates 8 paid company holidays.
Equal Opportunity ScanSource, Inc. is an Equal Opportunity Employer. EOE/M/F.
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