it support specialist

We are a small business IT Support provider who support IT for small businessesI am looking for an outstanding individual or a company to help me support my clients IT infrastructure **remotely**. I currently have 8 clients who are small businesses, all of them with one server and up to 10 pcs. Most of the servers are running Windows Server 2003 small business. ## Deliverables The technologies that my client currently uses: * Windows Small Business Server 2003 * Windows Exchange * Windows Server 2003 * Windows Server 2008 * Windows XP, Vista and 7 * Mac OS 10 (very few around 5 macs) * Blackberry for emails * Backup Exec * NT Backup * SpiceWorks for Ticketing system and monitering. * Microsoft Office (Outlook) * We also support most of common application (configuration, troubleshooting and installation/reinstallation) * There might be some additional software which the winning bidder needs to be able to support them. * (we don't support bespoke application not Financial apps). However, out of our good will we look at the issue in the first time and try to see if the problem is related to the actual software or linked to something we already support) * Small business routers (basic configuration and trouble shooting). We currently use Sonicwall firewalls and Cisco small business routers as well as other small brand routers (SHO). * Web Hosting. Most of these client host their website with us What individual we are looking for: * **Very well experienced IT support Specialist who have Excellent experience on the above technologies plus:** * **Very good experience on Active Directory** * **VPN** * **Be able to help the client over the phone and remotely by accessing their PCs.** * **Email Exchange** * **Backups and restoring** * **Email troubleshooting** * **Windows Operating system troubleshooting** * **Network trouble shooting (TCP-IP)** * **Ability to work under pressure** * **Ability to handle support tickets on a timely manner and as quickly as possible** * **Ability to listen to customers and be patient with them as some are very demanding** * **Very courteous and polite** * **Experience with SpiceWorks** * **Proactive on solving problems and suggesting solutions** * **Ability to also answer queries and help customers with their Hosting websites ** * **Be prepared to help new customers with sales queries (this is not a sale role but some new users call to ask about our hosting services. The individual must be prepared to answer the services we offer)** * **Be able to work by themselves with minimum management** * **Helping optimising and speeding up the systems** * **Very good english both spoken and written** This role is for someone who is available between Monday and Friday 8.30am-5.30pm British Time **It is essential that you are available between these times or someone covering you. You are going to be working with someone based in the UK who will help you with the support and if necessary visit the client onsite** We currently receive between 1 Ticket a day and 4 tickets. This is very quite support area and therefore I expect the Individual to check on customers system and make sure that all the backups are running smoothly, the system is optimised. This is a role for someone who will be paid on a monthly basis. I don't care what you are doing between 8.30am and 5.30pm as long as you are ready to answer my customer when the request a service on these times. So the is job is flexible and allow the individual to be doing other things when it is not busy. The successful candidate will help me install SpiceWorks on each server of my client. SpiceWorks will be the backbone of out Network Monitoring and Ticketing system. So experience with VPN and Dynamic IPs is essential as most of these 8 clients don't have a fix IP address. I hope this is really clear. I want the CV of the individual and feedbacks and works with other old and existing client. I also need to know the cost of the monthly fee for this service. Before choosing the successful bidder, I will have to speak to them in order to test their spoken english. Good Luck * * *This broadcast message was sent to all bidders on Saturday Jul 9, 2011 10:08:56 AM: There seems to be some confusion regarding my project I have posted. Please see I am looking for a very reasonable monthly maintenance fee from the right technician. I do receive around 20 tickets a week at different times of the day and I expect the successful bidder to answer within 15min maximum 30min. THIS JOB IS VERY SUITABLE FOR SOMEONE WHO IS ALREADY SUPPORTING OTHER CLIENTS AND THIS IS THEIR MAIN DAILY JOB. THIS JOB IS NOR FOR YOU SIMPLY BECAUSE YOU CANNOT SUPPORT ME WHILE YOU WORK FOR SOMEONE ELSE OR DO SOMETHING ELSE OTHER THAN TECHNICAL SUPPORT (AT LEAST BETWEEN 8.30-17.30 BRITISH TIME, IF YOU ARE FREE BETWEEN THESE TIMES THEN THIS MESSAGE NOT FOR YOU). I am not too sure how it works with you guys but this is how we charge our customers to support their computer systems. We charge a monthly fee per month. The fee depends on the number of the pcs and servers they have in their company. In return our clients have access to our support helpdesk between monday-friday 8.30-5.30 British time. The support can be through emails or telephone. The support is unlimited but however, I personally receive up to 20 tickets a week at the moment. I am looking for individual to work with me on a similar contract that I do for my customers. IMPORTANT NOTE: Not all tickets submitted you'll be responsible to answer them, obviously you will get help from my side.