Technical Support Specialist
19 hours ago
Key Responsibilities:Communicate effectively with customers through various channels.Conduct mid-level and advanced troubleshooting for issues across Managed Services team services.Engage directly with customers to assess the quality of service and provide regular overviews.Support incident managers for critical "P1" issues, ensuring timely customer updates and efficient resolution.Configure monitoring tools and automate common operational tasks.Respond to automated alerts for troubleshooting and issue resolution, along with proper notifications.Use ticket systems to provide regular status updates and ensure task completion based on priority and SLAs.Research technical issues using internal and publicly available documentation.Collaborate with OEM and third-party support providers to resolve issues.Deliver exceptional customer service, remain calm under pressure, and communicate professionally.Provide quality customer service by interacting with customers and answering inquiries.Identify and resolve issues independently without direct instruction.Mentor and provide technical guidance to the Managed Services team.Provide "on-call" support for off-hours incidents, requests, and escalations.Required Skills and Qualifications:A high school diploma or college degree is required; a college degree is strongly preferred.Relevant mid-level certifications such as Cisco CCNA/CCNP/CCIE, Certified Ethical Hacker or CISSP, AWS Certified Practitioner/Solution Architect, Microsoft MCSA/MCSE, Red Hat RHCSA/RHCE, ITIL v3/4 Foundation/Six Sigma Black Belt/PMP are preferred.Experience in a technical field with 5+ years, including customer support and 24x7x365 Managed Services or SaaS organization experience.Experience using ITSM and Monitoring tool sets.Advanced knowledge of desktop operating systems and experience using Server virtualization platforms VMware, Hyper-V, and Proxmox.Microsoft licensing knowledge and experience.Experience managing Cloud infrastructure (AWS/Azure).Benefits:Full-time position with benefits.Remote work option from Monday to Friday.Weekend availability.Other Details:Highly analytical thinker and troubleshooter.Detail-oriented individual with excellent documentation and communication skills.Self-motivated, passionate about technology, and willing to learn new things.Ability to administer Windows and Linux systems and related tools such as Active Directory, SCOM, Satellite, and Puppet.Ability to administer common network infrastructure, such as switches, routers, load balancers, and firewalls.Strong knowledge of IT security principles.Ability to mentor and train analysts and engineers.Ability to lead projects and teams.
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