Support Specialist 1

Support Specialist

Work Schedule & Set-up: Remote; 8pm to 5am

Founded nearly 30 years ago, Systems Solution, Inc. (SSI) is a growing and trusted resource for professional IT support and market-leading cloud technologies. We are tenacious in our desire to solve technical challenges. We embrace our passion for information technology and we strive to deliver the highest level of customer satisfaction and professionalism in our work. Our strong marketplace reputation is based on our dedication to our clients - defining, producing, and delivering greater value to our clients by responding to their changing needs with the most innovative solutions and the fastest responses.

We are interested in hiring a Support Specialist to work as a member of our Service Delivery Team.  This person will be responsible for handling first-level support of service requests in a professional and timely manner. This relates to all technology - including workstations, servers, printers, networks, and vendor-specific hardware and software.

Job Responsibilities:

• Monitor phone queue during shift while being able to multitask to resolve tickets assigned to you by dispatchers
• Efficiently and effectively triage break/fix issues for a wide range of clients in various different environments
• Communicate and provide resolutions within SLAs to fulfill contractual service agreements with each client
• Provide IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
• Professionally communicate with end users and VIPs regarding updates and statuses of their current break/fix issues
• Collaborate closely with other Support Specialists in your team to work through a break/fix issues and end-user requests
• Thoroughly document issues and resolutions
• Work directly with Tier 2 System Administrators

Qualifications:

• 3-5 years experience similar to the role.
• Background/exposure with Managed Service Provider.
• Experience working for a Healthcare/PBM industry a big plus.
• Significant operational knowledge of Windows 10 Pro and Windows Server including underlying technologies like Active Directory, DNS, DHCP, Remote Desktop Services, and SMB shares
• Understanding of Microsoft 365 and skills to administer end users including account creation, exchange online properties, Sharepoint, OneDrive, and Teams
• Knowledge of how email flows from one organization to another
• Detailed understanding of domain and workgroup architecture and support differences
• Active Directory proficiency and understanding of file permission troubleshooting and best practices required
• Familiarity with Group Policies and the roles they play in an organization
• Understanding of base Network Support procedures including but not limited to TCP/IP Protocol, IP addressing, DHCP, DNS, and VPN
• Citrix Virtual Apps and Virtual Desktop knowledge including managing user sessions in Citrix Studio and profile management
• Awareness of cyber-security best practices and remediation activities.
• ITIL/ITSM – Incident Management, Change Management, Problem Management, Root Cause Analysis
• Prior ITSM ticketing and MSP experience are required. Connectwise experience is a plus
• Understanding of registrar administration including SPF Records and DKIM, and domain SSL certificates - a plus
• Understanding of Citrix, and ShareFile - a plus
• ITIL certification and understanding - a plus
• Strong ability to diagnose and resolve most single end-user issues independently
• Technical awareness: the ability to match resources to technical issues appropriately
• Service awareness of all organization's key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Strong customer service experience and skills required
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care
• Ability to multi-task and adapt to changes quickly
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
• Full-time employment, non-exempt role