End User Support Administrator

Apiphani is a technology-enabled managed services company dedicated to redefining what it means to support mission-critical enterprise workloads. We’re a small but rapidly growing company, which means there’s lots of room for growth and learning opportunities abound!

Apiphani is dedicated to creating a diverse and inclusive work environment for all as a fundamental component of our business. Diversity and inclusion are the bedrock of creativity and innovation. Without diversity of experience and thought, we would fail to progress as a company and as a team. Apiphani strives to foster an environment of belonging, where every employee feels respected, valued, and empowered. We embrace the unique experiences, perspective, and cultural background, which only you can bring to the table.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions of the job include, but are not limited to, the following:

• Knowledge, operational proficiency and troubleshooting ability of standard business applications such as Microsoft Office Suite, Outlook, Microsoft O365/SharePoint, Microsoft Teams, Microsoft Edge, Google Chrome, Firefox, Adobe PDF Reader and Writer, Antivirus software (Sentinel One), Lotus Notes.

• Knowledge of and supporting ERP systems such as SAP.

• In depth knowledge of and the supporting of unified communications systems for delivery of services including room systems, client endpoints and SaaS integrations.

• Administration and management of SharePoint O365 and Teams sites.

• Active Directory administration: user account create/delete, security group mapping, login scripts.

• Skilled at configuring, imaging and staging services on laptop and desktop computers.

• Provide daily technical support to business units and escalate unresolved calls to the 2nd/3rd line support teams in line with agreed processes, including liaising with external partner organizations where appropriate.

• Maintain accurate IT equipment inventory databases.

• Work closely with the IT Senior Management Team and assist with recommendations for the improvement of IT systems and infrastructure.

• Gather requirements, design, and deploy solutions to meet business needs.

• Design migration projects as a technical lead.

• Evaluation, ,creation and management of scripts

• Management and responsibility of ancillary systems such as email security, backups, and security

• Take ownership of critical service and senior stakeholder issues, including user communications as appropriate.

• Respond to support queues promptly and document incidents accurately and simultaneously into the case management system.

• Monitor and enforce system security guidelines for clients.

• Adhere to procedures and escalation processes as defined by Management.

• Provide exceptional customer service to all clients.

• Proactively support and maintain effective user relationships by educating clients on system capabilities.

• Utilize existing knowledge bases to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with incident management standards.

• Provide accurate troubleshooting and creative solutions to complex problems to ensure customer productivity.

• Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction.

• Experience of writing procedural and/or support documentation

• Knowledge and experience on Remote Management tools: Microsoft Teams, SCCM and Intune

• Build and maintain effective and productive working relationships with colleagues, key stakeholders, our third-party partners and suppliers, support the company’s mission and business objectives.

MINIMUM REQUIREMENTS

Education & Training

• College diploma and/or equivalent work experience or technical certificate

• Certifications (Microsoft 365 Certified: Modern Desktop Administrator Associate, ITIL) a plus

Skills/Experience

• Experience deploying and managing Identity Management (Active Directory, Azure Active Directory)

• 3-5 years’ experience using Intune for end point management and security compliance.

• 5-7 years’ experience supporting Microsoft 365, including, but not limited to, Teams, Enterprises Mobility and Security Suite, and Azure Active Directory

• Understanding of networking concepts and integration to LAN/WAN technologies

• Experienced with Windows Server Operating Systems

• Strong working knowledge of Microsoft Security Solutions

• Experience of working effectively within a team and collaborating with others to achieve a goal.

• Experienced documenting processes for support teams and end users.

• Excellent verbal and written communication skills.

• Experienced working within the ITIL frameworks.

• Ability to manage complex tasks and scenarios.

• Customer Service oriented.

• An active / empathic listener.

• Experienced delivering a high level of customer service.

• Excellent organizational skills with the ability to multi-task.

• Ability to manage own time effectively to be prompt and punctual, and present deliverables by assigned deadlines.

• Process-oriented thinking, strong planning, and project management skills.

• Goal oriented with a track record of driving through to completion meeting deadlines.

• Strong analytical and problem-solving ability to effectively prioritize and execute tasks.

• Ability to work within an on-call rotation as well as nights and weekends.

• Highly self-motivated and directed with keen attention to detail.

• Ability to work both independently and in a collaborative team environment.

• Ability to grow and learn new technologies.

Base Salary
$30,000—$50,000 USD

Company Benefits*

• Medical/dental/vision - 100% paid for employees, 50% paid for dependents

• Life and disability - 100% paid for employees

• 401K - 3% contribution, no employee contribution necessary

• Education and tuition reimbursement - up to $50K annually

• Employee Stock Options Plan

• Accident, critical illness, hospital indemnity benefits offered through our providers

• Employee Assistance Program

• Legal assistance

• Paid Time Off - up to 6 weeks per year

• Sick Leave - up to 2 weeks per year

• Parental Leave - up to 12 weeks

*Benefits listed in the job description apply to employees working in the United States. For international employees, Apiphani partners with an Employer of Record, Deel, and provides all statutory benefits required under local law; certain U.S.-specific programs (such as EAP, legal assistance, etc.) may not be available outside the United States. The specific benefits package will be outlined in the local employment agreement issued through Deel.