Basic Functions IT support relating to technical issues involving Microsoft’s core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware. Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc. Engineer and implement system solutions for customers using technologies that meet their needs. Implement and support disaster recovery solutions. Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security. Remote access solution implementation and support: VPN, Terminal Services, and Citrix. System documentation and consulting services to include system reviews and recommendations. Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages. Additional Duties and Responsibilities Improve customer service, perception, and satisfaction. Ability to work in a team and communicate effectively. Escalate service or project issues that cannot be completed within agreed service levels. Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals. Develop in-depth knowledge of the service catalog and how it relates to customer’s needs. Document internal processes and procedures related to duties and responsibilities. Responsible for entering time and expenses in ConnectWise as they occur. Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University. Work through project tickets and phases in ConnectWise as assigned by a Project Manager. Enter all work as service or project tickets in ConnectWise. Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.