Vaco by Highspring
Support Desk Engineer (MSP - Contract) (Tampa)
Vaco by Highspring, Tampa, Florida, United States, 33646
Position Summary:
Our MSP client is hiring Level 1 and Level 2 Support Engineers. These roles will provide high-quality technical support, troubleshooting and guidance to their clients. This position involves being the primary technical point of contact for a book of clients. Responsibilities include managing and maintaining any IT system or service each customer employs, troubleshooting plus resolving any IT technical issues that develop, and lots of documentation.
Overview: Location:
everyday On-Site, Tampa, FL Compensation:
Level 1:
$20-$24/hour,
Level 2:
$25-$30/hour Duration:
6 month contract with chance of Extensions Must Have Experience: Level 1:
1-3 years of MSP support/help desk experience Level 2:
5 years of MSP support/help desk experience Experience with ticket management system and other applications such as ConnectWise, ServiceNow, Kaseya, Previous hands-on experience in the following areas is required: Microsoft 365, Microsoft Entra ID/Azure, Intune, Autopilot, plus on-premise Active Directory. Windows Server Operating Systems. Wireless Access Devices and VLANs. Mobile Device Management Experience. Experience with network troubleshooting (DNS, DHCP, VPN) PowerShell and Automation Preferred Certifications: AZ-104 Microsoft Azure Administrator MS-102: Microsoft 365 Administrator JNCIA-Junos JNCIA-MIST JNCIS-MIST - Wireless JNCIS MIST - Wired JNCIS-ENT JNCIS-SP Fortinet NSE 4 CCNA Duties & Responsibilities: Provide Level 1&2 technical support to clients via incoming calls, email, or chat. Serve as the central integration point for all Microsoft 365 workloads. Coordinate and align activities across multiple Microsoft 365 services. Collaborate with architects and administrators overseeing infrastructure, identity, security, compliance, endpoints, and applications. Evaluate, prioritize, respond, and resolve in accordance with our Service Level Agreements (SLA's). Create a positive customer experience through basic and complex technical issue resolution. Collaborate with team members to coordinate troubleshooting and resolve technical issues. Escalate complex cases to Level 3 support, when necessary, while maintaining customer confidence in the resolution process. Provide timely and accurate updates to customers and internal stakeholders on Incident status Manage personal support queue and effectively drive tickets assigned to you. Respond to client inquiries, troubleshooting issues, and resolve client inquiries and technical issues related to hardware, software, workstations, network, or other IT Systems. Monitor network infrastructure and systems using network monitoring tools. Document all activities, including issues details, troubleshooting steps, and resolutions, in our ticketing system. Implement technical changes and configurations to all networking devices, servers, server-side applications, and systems without supervision adhering to Change Management practices. Participate in an on-call rotation to provide 24/7 support for network related emergencies.
Overview: Location:
everyday On-Site, Tampa, FL Compensation:
Level 1:
$20-$24/hour,
Level 2:
$25-$30/hour Duration:
6 month contract with chance of Extensions Must Have Experience: Level 1:
1-3 years of MSP support/help desk experience Level 2:
5 years of MSP support/help desk experience Experience with ticket management system and other applications such as ConnectWise, ServiceNow, Kaseya, Previous hands-on experience in the following areas is required: Microsoft 365, Microsoft Entra ID/Azure, Intune, Autopilot, plus on-premise Active Directory. Windows Server Operating Systems. Wireless Access Devices and VLANs. Mobile Device Management Experience. Experience with network troubleshooting (DNS, DHCP, VPN) PowerShell and Automation Preferred Certifications: AZ-104 Microsoft Azure Administrator MS-102: Microsoft 365 Administrator JNCIA-Junos JNCIA-MIST JNCIS-MIST - Wireless JNCIS MIST - Wired JNCIS-ENT JNCIS-SP Fortinet NSE 4 CCNA Duties & Responsibilities: Provide Level 1&2 technical support to clients via incoming calls, email, or chat. Serve as the central integration point for all Microsoft 365 workloads. Coordinate and align activities across multiple Microsoft 365 services. Collaborate with architects and administrators overseeing infrastructure, identity, security, compliance, endpoints, and applications. Evaluate, prioritize, respond, and resolve in accordance with our Service Level Agreements (SLA's). Create a positive customer experience through basic and complex technical issue resolution. Collaborate with team members to coordinate troubleshooting and resolve technical issues. Escalate complex cases to Level 3 support, when necessary, while maintaining customer confidence in the resolution process. Provide timely and accurate updates to customers and internal stakeholders on Incident status Manage personal support queue and effectively drive tickets assigned to you. Respond to client inquiries, troubleshooting issues, and resolve client inquiries and technical issues related to hardware, software, workstations, network, or other IT Systems. Monitor network infrastructure and systems using network monitoring tools. Document all activities, including issues details, troubleshooting steps, and resolutions, in our ticketing system. Implement technical changes and configurations to all networking devices, servers, server-side applications, and systems without supervision adhering to Change Management practices. Participate in an on-call rotation to provide 24/7 support for network related emergencies.