• Coordinate and/or perform remote fixes at the desktop, server and networking level, including installing and upgrading software, implementing file backups, and configuring systems and applications. • Second level escalations on the service desk team; resolve level 2 issues in Mac OS and Windows environments. • De-escalate client situations related to outages, communications, and travel onsite where necessary. • Troubleshoot hardware & accurately determine fixes. • Adherence to SOPs. • Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Apple, Google for Work, Cisco Meraki, Dropbox etc.) • Perform post-resolution follow-ups to help requests. • Research issues and resolves technical problems. • Implement and maintain operational documentation and procedures. • Issue the daily operations status report and project status reports as required. • Complete technical and special projects as assigned. • Daily entry of time within current ticketing platform and keeping tickets updated. • Maintain minimum of 32hrs of billable time. • Coordinate with Service Coordination for work assignments. • Coordinate with Project Management for intermittent project work assignments. • Continue to learn new technologies and solutions. • Keep and maintain work calendar. • Update client documentation after any change to the client’s network. • Maintain necessary professional certification statuses. • Assist with vendor certifications as required. • Provide direct and indirect leadership and peers with situational awareness briefs on high profile clients/projects. • KPIs: Average Time to Resolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherences will be your responsibility.