The IT Services Concierge is the initial point of contact for all incoming LayerEight customer service and support requests via phone, email, and support portal. This position will triage incoming requests by priority, provide Tier I level remote support and administration on a wide variety of hardware and software systems and applications, follow up on requests and ensure timely resolution, and escalate tickets to Tier II/III support as needed.

LayerEight is highly customer-focused and client-relationship driven. Beyond the necessary technical skills, excellent interpersonal/social skills are required. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Having the ability to adapt quickly to changing priorities and fluctuations in workflow are requirements as well as the ability to multitask. Qualified IT Services Concierges will have a background in IT, helpdesk administration, and/or possess entry level IT certifications.

Essential Duties and Responsibilities:

Provide unsurpassed Tier I remote support to clients adhering to client SLAs
Escalate as needed to Tier II/III
Follow up on tickets/request and ensure satisfactory resolution
Monitor and maintain client backup systems
Stay up-to-date on the latest technology trends
Create and maintain the highest levels of client documentation
Communicate and fully explain resolutions to clients across all technical skill levels
Follow and maintain standard operating procedures for all aspects of the MSP
Onboarding of new clients and other projects as needed
Other duties as assigned

Required Qualifications:

Excellent troubleshooting and analyzation skills
Excellent documentation skills
Excellent patience and customer support skills
Functional knowledge of PC/server hardware configuration and repair
Functional knowledge of endpoint security systems and configuration
Thorough knowledge of Microsoft Windows client operating systems (Windows 7 and newer)
Functional knowledge of Microsoft Windows server operating systems (Server 2008 and newer)
Functional knowledge of Microsoft Active Directory, Group Policy and associated technologies
Functional LAN/Internet networking and knowledge of ethernet switching
Functional knowledge of enterprise wireless networking
Functional knowledge of VoIP telephony systems
Functional knowledge of client help-desk ticketing systems
In-depth knowledge of Microsoft application suites such as Office
Valid NYS Driver’s License

Education and/or Experience:

Two year degree in Help Desk Administration, Computer Science, Computer Information Systems, Information Technology, or related field

And/Or

Two or more years in a client-facing IT support or managed services technical support role
Industry standard IT certifications such as CompTIA A+ or MCP

Please email resume and over letter to bbrayton@lyr8.com