Responsibilities
- Provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.
- Maintain systems, install new equipment, and make modifications to client infrastructure as requested.
- Able to troubleshoot mobile devices (setup, email and security tokens).
- Assist system users by confidently troubleshooting Tier 1-Tier 3 issues, including: Active Directory, MS Exchange, O365, MDM, SharePoint and DNS.
- Evaluate client’s operational efficiency of different IT systems and recommend improvements.
- Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner.
- Interact with RFA clients using clear and concise communication in order to facilitate ticket status updates and product availabilities.
- Manage MS Exchange environments and Active Directory (e.g., add, delete, change) as needed and keep up-to-date.
- Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall client.
- Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgment to apply most effective resolution methodology.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or equivalent level of hands-on experience.
- 4-7 years of related IT experience in an enterprise or server based environment.
- Must have 3+ years of recent systems maintenance and end user technical support experience.
- Financial services industry and MSP experience preferred.
- Excellent desktop and server troubleshooting skills.
- Strong hands-on experience in Windows Server, MS Exchange/365, Active Sync, Active Directory, LAN/WAN, MDM and Microsoft Office Suite.
- Knowledge of VMware, Citrix, MDM (Mobile Device Management), Disaster Recovery, Cisco, SAN (e.g., EMC, Equallogic), and Cyber Security (e.g., IPS, IDS).
- Impeccable verbal/written communication.
- Exhibit a high-level of professionalism and sound judgment.
- Experience with ConnectWise or similar ticketing system preferred.
What We Do
RFA is a global IT, financial cloud, and cyber-security provider to the financial services and alternative investment sectors. We take pride in redefining the future of technological support. Through our R&D, DevOps, automation, and machine-learning, RFA provides clients with tomorrow’s edge today. RFA offers bespoke solutions to clients that are system-agnostic, secure, transparent, best-in-class, and supported by holistic advice. Our expert staff offers a 24-7 service solution to help clients use technology via the public and private cloud. We create a customized strategy for every client to get business processes and workflows to run with greater speed, security, ease of use, and cost-efficiency. Our team is at the forefront of applying business robotics and automation to technology. Headquartered in New York City and London (EMEA), RFA serves over 800 clients globally with additional facilities in Connecticut, New Jersey, Massachusetts, California, and Luxembourg. RFA brings together a seasoned executive team and a committed group of over 250 highly skilled consultant technicians
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