IT and Network Support Specialist 2

Join Our IT and Network Support Specialist 2

At Connext Global Solutions, we're not just about outsourcing — we're about innovating and elevating business processes for world-class companies across diverse industries, including Title and Escrow, Healthcare, Produce Distribution, Retail & Fashion, Design Consulting, and Finance. Now, we're looking for a dedicated IT and Network Support Specialist 2 to support our US-based client and grow with us

Why Connext?

• Competitive Compensation

• Perfect Attendance Bonus

• Company-Provided Equipment

• 25% Night Differential Pay

• Life and HMO Insurance Coverage

• 20 Leave Credits

• Good Company Culture

What You'll Do:

The IT and Network Support Specialist 2 role combines Service Desk and NOC responsibilities, providing support to customers across multiple regions as well as internal teams. This includes resolving hardware and software issues through phone calls, email, and ticketing systems. The role also involves responding to alerts related to backups, security, and remote monitoring and management (RMM) tools, generated by end users, internal teams, or automated systems.

Key Responsibilities:

• Respond to support tickets, phone calls, emails, and chat inquiries related to hardware and software issues.

• Monitor IT infrastructure (network, servers, applications) using various tools.

• Identify, diagnose, and resolve issues promptly; escalate critical problems when necessary.

• Adapt to shifting priorities based on operational needs.

• Perform scheduled maintenance tasks, including system updates, backups, and patch management.

• Monitor and respond to security alerts to ensure a secure IT environment for the company and its clients.

• Troubleshoot effectively using internal documentation, vendor resources, and internet research.

• Coordinate with on-call engineers, vendors, and internal teams to resolve complex issues.

• Provide timely updates to stakeholders on incident status and maintenance activities.

• Document and manage incidents in the ticketing system, ensuring timely resolution and proper tracking.

• Maintain and update operational documentation (passwords, procedures, reports, and configurations).

• Follow established procedures and guidelines to perform daily responsibilities.

• Suggest improvements to enhance operational efficiency and reliability.

• Represent the company's service team with professionalism.

• Perform other related duties as assigned.

Qualifications:

• Highly proficient with Microsoft desktops and related software (Office, Teams, etc.)

• Experienced with virtualization technologies (VMware, Hyper-V)

• Skilled in using RMM tools (ConnectWise Automate, Datto RMM, Atera, NinjaOne)

• Proficient with Microsoft servers and services (Active Directory, DNS, Microsoft 365)

• Hands-on experience with Microsoft platforms (Azure, Entra, Intune, 365) for user and device onboarding, administration, and offboarding

• Strong knowledge of basic networking (DNS, DHCP, TCP/IP, VPNs)

• Proficient with backup solutions (Acronis, Axcient, Datto, Veeam)

• Strong internet research skills for troubleshooting and problem resolution

• Maintains a professional, pleasant, and patient attitude in all interactions

• Delivers excellent customer service while working independently with minimal supervision

• Communicates effectively via phone, chat, and email

• Demonstrates sound judgment and maturity, providing informed guidance to peers and assisting in decision-making processes.

• Adaptable to shifting priorities and able to manage multiple tasks simultaneously

• Detail-oriented, ensuring high-quality and accurate outcomes

• Dependable in attendance and punctuality