Technical Support Specialist II

Job Summary

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 also 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 1 st and 2 nd 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.

Job Duties


* 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


* The management and ownership of a support ticket through to resolution - this is a cradle-to-grave ticketing approach.


* Undertaking professional service tasks, as and when directed by the Technical Services Manager.


* Provide world-class customer engagement.


* Effective case management in line with defined processes.Liaising with end users and customer's IT Support Staff to resolve issues within pre-defined SLAs (Service Level Agreement).


* 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 but not limited to supporting both Sales and Marketing within a technical capacity


* Acquire and maintain certifications including but not limited to Microsoft

Qualifications/Skills

Required:


* At least 2 years' experience working within an IT Help Desk or similar environment.


* Experience in providing technical support for M365 products including but not limited to 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 relevant CALs


* Familiar with setting up different identity services like Active Directory and Entra ID


* Comfortable working independently and part of a team


* Ability to handle and prioritize a high case load


* Maintains a positive attitude during difficult customer engagements


* Shows a ...