Advanced Technical Support Specialist
2 days ago
A seasoned IT professional is sought after to provide advanced technical support and troubleshooting for end-user devices, software applications, and company infrastructure. This role involves managing help desk tickets, ensuring timely and effective communication, supporting network setup during onboarding or projects, and acting as a Level 3 escalation point.
">The ideal candidate will possess extensive experience in desktop support, systems engineering, and systems administration, with a strong understanding of Microsoft Windows, Microsoft Office, and cloud solutions such as Office 365 and Azure.
">Key responsibilities include:
">- Troubleshooting issues related to End User Devices including but not limited to Desktops, Laptops, Mobile Devices, Printers, Scanners, Vendors, Applications, Wi-Fi and more.
- Troubleshoot issues related to Company Infrastructure such as 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 your ticket workspace in the help desk system - everything clean, updated, resolved properly, and generally done aesthetically.
- Provide constant communication proactively to avoid customer frustration or long time on their computers during working hours.
- Setup of networks during client onboarding or an a la carte project.
- Work with vendor technical support to resolve issues or implement new solutions.
- Implement SaaS solutions as needed.
- Attend to infrastructure issues discovered by NOC.
- Document and improve department processes.
The successful candidate will have excellent problem-solving skills, a strong ability to communicate effectively, and a willingness to adapt to changing circumstances.
">Requirements">To be considered for this role, applicants must possess:
">- 7+ years of IT Experience (Desktop Support, Systems Engineering, Systems Administration)
- Helpdesk MSP experience
- Familiarity with RMM and PSA tools (e.g., Datto, Kaseya, NinjaOne, Halo, ConnectWise, Autotask)
- 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
In addition to the above requirements, the ideal candidate will be willing to accept a long-term work-from-home arrangement and amenable to a permanent night shift schedule.
">This role offers a unique opportunity for a skilled IT professional to make a meaningful contribution to our organization and advance their career.
"][],-
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