Information Technology Support Specialist

Overview:

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: