
Information Technology Support Specialist
3 weeks ago
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
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