Responsibilities
- Serve as the primary liaison with the managed service provider, managing ticket intake, assignment, follow-up, and escalation to ensure timely resolutions
- Examine support ticket data to detect patterns and underlying issues, such as repeated device failures or network problems, and implement long-term solutions
- Enforce adherence to agreed service level agreements with the MSP, follow up on delayed or stalled tickets, and escalate persistent issues or vendor risks to senior technology leadership
- Act as the initial contact for employee technology concerns across both organizations, resolving issues directly when possible and routing others through the MSP
- Provide prompt and professional support to executives and staff for critical technology problems, prioritizing based on business impact
- Handle troubleshooting and setup for the 3CX phone system, including call quality, faults, and coordination with telephony vendors
- Lead the phone system onboarding process to ensure new employees have functional lines and handsets from their first day
- Oversee the complete lifecycle of IT devices across all locations, from procurement and configuration to deployment, repair, warranty claims, and secure disposal
- Manage device provisioning for new and departing employees, ensuring high-priority setups are fully tested under actual user credentials before start dates
- Lead the onboarding and offboarding workflows for IT systems, including access provisioning and deactivation across business units
- Coordinate requests for system access, permissions, and software licenses, ensuring timely and secure removal of departing staff accounts
- Organize the deployment of new software and updates, including scheduling, user communication, and post-deployment support
- Manage software license allocation and adjustments, track usage, and recover unused licenses for Microsoft 365, Copilot, and other tools
- Maintain meeting room and boardroom technology, including audiovisual systems, displays, and conferencing equipment, to ensure seamless meetings
- Troubleshoot audio and video issues, such as microphone or speaker malfunctions, and engage specialized AV vendors when necessary
- Collaborate with the MSP to manage network improvements across all sites, including standardized firewalls, switches, wireless access points, and internet connections
- Coordinate site evaluations, cabling projects, hardware refreshes, server rack organization, and bandwidth upgrades, with occasional travel to office locations
- Deliver hands-on training and quick-reference materials to improve employee proficiency with common digital tools
- Create easy-to-follow guides and promote adoption of core platforms like Microsoft 365 and Copilot
- Document and standardize repeatable IT processes to ensure consistent, proactive support rather than reactive fixes
- Identify opportunities to improve efficiency, reduce recurring incidents, and lower support ticket volume through process optimization
- Support compliance with endpoint security policies, including patch management and adherence to security baselines
- Assist in managing Azure resources with MSP and systems integration partners, covering resource groups, role-based access control, Key Vault, and service accounts with least-privilege principles
- Support daily operations of Microsoft Purview, Data Loss Prevention, and related security tools, working with the MSP on monitoring and remediation
- Assist with Power Platform administration, including tenant settings, licensing, environment management, and governance for Dataverse and Power Automate
Work Arrangement
Remote (City/Region) — all offices
