Provide frontline technical support for clients by resolving software issues, administering Windows and VMware infrastructure, supporting identity and access management, troubleshooting Remote Desktop Services and SQL Server, and developing PowerShell automation. The role also handles customer communications, escalations, documentation, training materials, and workflow improvements involving HR, payroll, and accounting systems.
What you’ll do
- Serve as a frontline, primary support contact for ProSoft clients by responding to support tickets and phone inquiries.
- Diagnose software issues and bugs, work with other members of the technical support team to identify and resolve problems in a timely, efficient and effective manner.
- Administer, support, and optimize Windows Server infrastructure, Active Directory, Group Policy, DNS, storage, and core enterprise services.
- Support and troubleshoot Remote Desktop Services environments, including RD Gateway, RD Web Access, Connection Broker, Session Hosts, SSL/TLS certificates, remote access security, and SSO integrations.
- Implement and manage identity and access management solutions, including Microsoft Entra ID, SSO, MFA, SAML, OAuth, OpenID Connect, IIS and role-based access controls.
- Support VMware-based virtual infrastructure, including provisioning, migrations, snapshots, storage management, backup and recovery, disaster recovery, and capacity planning.
- Provide operational support for Microsoft SQL Server, including maintenance, security, performance troubleshooting, backups, auditing, and migration activities.
- Develop PowerShell automation to improve administration, reporting, auditing, troubleshooting, and operational efficiency.
- Implement Self-Service Password Portal for users to manage their own passwords
- Identify when software or technical issues should be escalated to development and provide clear supporting details.
- Prioritize requests effectively to minimize downtime and maintain strong customer satisfaction.
What we’re looking for
- Bachelor’s degree in human resource management, accounting, business, or equivalent related work experience
- Some knowledge of AP and payroll processes, human resource management workflows.
- Excellent interpersonal, customer service and written and oral communication skills
- Must possess professional and friendly attitude and be able to quickly develop a rapport with clients over the phone.
- Strong work ethic and self-starter, ability to work independently and as a team player.
- Strong analytical, troubleshooting, and problem-solving abilities
- Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
- Positive, professional, and solutions-oriented approach
Competencies:
• Action Oriented
• Approachability
• Customer Focus
• Communicative
• Strong Listening Skills
• Patience
• Peer Relationships/Team Player
• Technical Oriented and Adaptability
Required Qualifications:
- Talking to customers to help resolve issues and walk them through procedures. When a phone call is not required, provides steps and written instructions through Team Support.
- Basic knowledge of Microsoft Outlook, Teams, Word and Excel.
- Prior knowledge of ProSoft a plus, but not required.
What will make you stand out
- Use AI to research and resolve issues as well as suggest where AI can help improve current support workflows
- General experience in accounts payable, HR/payroll systems support
- Some basic accounting knowledge
- Creating training videos
- Updating User Guides
- Accounting knowledge will set a candidate apart
Salary: $70,000 - $100,000 USD per year.
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