Information Technology Support Specialist

Overview : IT Support Specialist will work with a team of managed services specialists, administrators, and engineers to deliver excellent support and management of our customers’ environments. They will field issues and requests escalated directly by customer IT personnel, end-users, and monitoring tools. This role will have broad exposure across a range of end-user devices, networks, servers, virtualization, and security platforms. The support specialist will be expected to work issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly and provide exceptional customer service.

Schedule

9am - 5pm EST

Monday to Friday

Fully remote

Experience

2 years (minimum) in a technical support role

Experience providing customer support

Experience in 24x7x365 Managed Services preferred

Experience using ITSM and Monitoring toolsets

Qualifications, Education, and Training

High school diploma required; college degree strongly preferred

Microsoft Teams : 2 years (Required)

Microsoft 365 : 2 years (Required)

Windows : 2 years (Required)

Google IT Support Professional (Preferred)

CompTIA A+, Network+, Security+ (Preferred)

Microsoft MTA (Preferred)

ITIL v4 Foundation (Preferred)

Mac OS : 2 years (Preferred)

Skills

Highly analytical thinker and troubleshooter

Detail oriented with excellent documentation and communication skills

Self-motivated, passionate about technology, with the desire to learn new things

Ability to use and troubleshoot Microsoft Windows, Office, Office365, and macOS

Foundational understanding of operating systems and servers, both physical and virtual.

Experience working with active directory to perform basic tasks, such as user creation and password resets

Responsibilities

Triage tickets per specified severity levels

Refer / escalate customer issues to the appropriate level of support, as needed

Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations

Perform basic troubleshooting steps such as checking logs, checking capacity, and running basic diagnostics across a variety of platforms including Linux / Windows servers, network devices, hypervisors, and storage systems

Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required

Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)

Perform account management services – User Account creates / disables / terminations / name changes, etc.

Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs

Distribute scheduled reports to customers as required

Supporting end-users by diagnosing and resolving computer hardware, network, and application issues

Assist with cross-training of other team members, as needed

Perform other tasks as assigned by management

Benefits : Paid sick time

Paid time off

Provident Fund

Work from home

Department : Managed Services