Vortex

Provide tier one and two IT support remotely and onsite, including hardware/software installation, troubleshooting, and user training. | Requires 2+ years tech support, 2+ years MSP experience, customer service experience, and knowledge of Microsoft platforms and networking protocols. | ARE YOU A RISING STAR WHO HAS AMBITIOUS PLANS FOR YOUR CAREER AND THE DETERMINATION TO SEE THEM THROUGH? ARE YOU A LIFELONG STUDENT WITH AN UNQUENCHABLE THIRST FOR KNOWLEDGE? DO YOU THRIVE ON BEING THE ONE TO FIND THE BEST SOLUTION TO RESOLVE A TECHNICAL ISSUE? If you answered, "YES," to these questions, we want to talk to you today! At Vortex our mission is to set a new standard in customer service for the IT service industry. We are able to accomplish this by through our engaged and enthusiastic team that dedicate themselves to providing an exceptional experience. This is possible by putting our employees first. We’re a team and understand that life happens so let’s work together to make sure you and our clients are as happy as can be. Vortex is a Washington, DC-based MSP with a focus on First-Party Microsoft platforms and solutions. All our technicians, engineers, and sales staff hold multiple Microsoft certifications. Our goal is to help our customers get the most out of the Microsoft ecosystem and eliminate the need for costly third-party solutions. This is primarily a remote, WFH position. The ideal candidate is a self-starter, has a passion for customer service, is excited to learn new skills, and feels at home in a fast-paced environment. We are looking for someone in the Washington, DC area to join our team as we like to get together as a company periodically to celebrate successes and participate in company events in the area. Job details: • Provide tier one and two support to end users remotely or on customer site • Install, configure, patch, support and maintain various Windows and Mac operating systems • Deploy hardware including workstations, monitors, and other PC peripherals • Identify users' needs; analyze, isolate, and prevent issues • Interface with customers in a professional manner, over the phone and in person • Must be able to perform and meet expectations with minimal supervision • Handling customer technical support cases through phone and email submission • Updating the company documentation with any new or changed information • Maintain client confidence by keeping their information confidential • Preparing reference material for users by drafting operation instructions • End-User Training: Provide guidance and training to end-users on using software and systems more effectively. • Incident Management: Manage incidents from start to finish, ensuring timely resolution and customer satisfaction. • Root Cause Analysis: Analyze recurring issues and work on permanent solutions to prevent future incidents. • Network Troubleshooting: Diagnose and address network connectivity problems, including firewalls, switches, WAPs, and VPNs. • Server Administration: Understands and performs server maintenance and administration tasks. • Documentation and Knowledge Management: Contribute to the development and improvement of the knowledge base. Job requirements: • You must have experience with provisioning, administering, and troubleshooting various components of Office 365 including but not limited to Sharepoint, Teams, Exchange Online, Entra ID, Intune, Defender and more. • You should have experience with networking protocols and equipment including but not limited to physical and virtual firewalls, layer 2/3 switching, DNS, DHCP, TCP/IP, and more. • You are a rising star who has ambitious plans for their career and the determination to see them through. • You are a lifelong student with an unquenchable thirst for knowledge. • You have a proven track record of executional excellence. • You have 4+ years of customer service/service industry experience. • You have 2+ years of tech support experience. • You have 2+ years of MSP experience. • You have or are working toward a BA/BS in computer science or a related fit. Or, have/are pursuing technical certifications. • Must have a valid license, vehicle and insurance Hours: 11am - 8pm Eastern Nice to Have: • Microsoft certifications • Are the go-to-person in your family for technical advice Benefits: Health Insurance (company contribution) Dental and Vision 401K with company match Performance based Bonuses Sabbaticals Aggressive PTO policy Health and Wellness bonus Unlimited Microsoft Certification Reimbursements Ability for advancement and career growth Company events Great culture Rapidly growing company Featured in Inc.com Best Workplaces 2024 Inc.com Fastest Growing Companies in the MidAtlantic #1 in Washington DC Annual Salary Range: $55,000 - $65,000 depending on qualifications and experience