Advanced Technical Specialist
7 days ago
An experienced IT professional is responsible for delivering advanced technical support and troubleshooting services. Key responsibilities include managing help desk tickets, ensuring timely communication, supporting network setup during onboarding or projects, and acting as a Level 3 escalation point.
Key Duties- Troubleshoot issues related to End User Devices and Company Infrastructure.
- Follow established company procedures such as response time, escalation, communication, and documentation.
- Provide proactive communication to avoid customer frustration or long downtime during working hours.
- Setup of networks during client onboarding or project implementation.
- Collaborate with vendor technical support to resolve issues or implement new solutions.
- Implement Software as a Service (SaaS) solutions as needed.
- Address infrastructure issues discovered by the Network Operations Center (NOC).
- Document and improve department processes.
- At least 7 years of IT experience in Desktop Support, Systems Engineering, and Systems Administration.
- Familiarity with Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) tools.
- End User Support/ Desktop Support: Microsoft Windows, Microsoft Office, desktop and mobile device troubleshooting, deployment, Mobile Device Management (MDM).
- Support of Cloud products: Office 365, SharePoint / OneDrive, Azure, Google.
- Systems Administration: Knowledge of Microsoft Windows Server Platforms and Active Directory.
- Basic understanding and Support of Storage and Virtualization platforms.
- Understanding of networking: TCP/IP, LAN / DMZ / WAN, DHCP, DNS, Routing, Switching, VPN, and Firewalls.
- Able to accept a long-term work-from-home arrangement.
- Able to adapt to a permanent night shift schedule.
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