Technical Support Specialist
2 days ago
We are seeking a seasoned IT professional to fill the role of Advanced Technical Support Specialist. This individual will be responsible for delivering exceptional technical support and troubleshooting services to end-users, ensuring seamless access to company infrastructure and software applications.
The ideal candidate will possess extensive experience in desktop support, systems engineering, and systems administration, with a proven track record of managing help desk tickets, communicating effectively, and collaborating with vendors.
This is a mid-senior level position that requires a strong understanding of Microsoft Windows Server Platforms, Active Directory, Group Policy, and various cloud solutions. The successful candidate will also have experience with RMM and PSA tools, as well as a basic understanding of networking principles.
Key Responsibilities- Troubleshoot issues related to End User Devices, including Desktops, Laptops, Mobile Devices, Printers, Scanners, Vendors, Applications, Wi-Fi, and more.
- Support Company Infrastructure, including Office 365, G Suite, Windows Server Environments (2016, 2019), Cloud Infrastructure (Cloud File Storage, Cloud authentication).
- Follow proper company procedures, such as response time, escalation, communication, and documentation.
- Properly handle ticket workspace in the help desk system.
- Provide proactive communication to avoid customer frustration or extended downtime during working hours.
- Setup networks during client onboarding or projects.
- Collaborate with vendor technical support to resolve issues or implement new solutions.
- Implement SaaS solutions as needed.
- Address infrastructure issues discovered by NOC.
- 7+ years of IT Experience (Desktop Support, Systems Engineering, Systems Administration).
- Helpdesk MSP experience.
- Familiarity with RMM and PSA tools.
- End User Support / Desktop Support: Microsoft Windows, Microsoft Office, desktop and mobile device troubleshooting, Deployment, MDM.
- Support of Cloud products: Office 365, SharePoint / OneDrive, Azure, Google.
- Systems Administration: Knowledge of Microsoft Windows Server Platforms (DC, FS, TS, Print, IIS) as well as Active Directory, Group Policy.
- Basic Exchange Server, Basic SQL Server.
- Support of BDR Products: Veeam, Azure, Local NAS.
- Support of Cybersecurity products: Barracuda, Webroot, Ironscales, Axcient, Spanning.
- Basic understanding and Support of Storage and Virtualization platforms: NAS OS, Dell Equallogic, Hyper-V, VMware.
- Understanding of networking: TCP/IP, LAN / DMZ / WAN, DHCP, DNS, Routing, Switching, VPN and Firewalls.
- Willingness to accept a long-term work-from-home arrangement.
- Amenability to a permanent night shift schedule.
- Mid-Senior level.
- Full-time employment.
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