IT Technical Support Specialist

As a Helpdesk Associate, you will be responsible for providing top-notch technical support to clients across various industries. Your primary goal will be to ensure that all IT-related issues are resolved promptly and efficiently, minimizing downtime and maximizing business productivity.

You will work closely with our team to analyze complex IT business needs, research available resources, and recommend effective technical solutions. Your strong communication skills and ability to articulate technical concepts in simple terms will be invaluable assets in this role.

Additionally, you will be responsible for documenting LAN activities, including backups, maintenance, server upgrades, and patching. This will ensure smooth network operations and enable us to scale our infrastructure as needed.

• \
• A minimum of 2-3 years of experience in a related field, preferably in a Managed Services Provider (MSP) environment, professional services, and/or industry.\
• Technical proficiency in multiple areas, including security, networking, server administration, and hardware.\
• Strong customer-facing interpersonal and communication skills to effectively communicate technical concepts to non-technical users.\
• Proficiency in Microsoft Office 365 and Intune management is preferred.\
• Understanding of Active Directory Group Policy Objects (GPOs), desktop support, and troubleshooting.\
• Security-conscious mindset with a focus on ensuring data and network security.\
• Microsoft certification (e.g., Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified: Modern Desktop Administrator Associate) is preferred.\
• Hands-on experience in helpdesk tickets, including troubleshooting Server Infrastructure tickets, Windows OS, and LoB apps issues.\
• Ability to prioritize tasks based on their impact on business operations and take urgent action to minimize downtime during high-severity incidents.\
• Basic understanding of software-based network connectivity on cloud platforms like Azure, AWS, and ability to collaborate on NOC tickets.\
• Troubleshooting skills for client's network infrastructure tickets, including internet troubleshooting, VPN solutions, firewall systems, and office WiFi connectivity to ensure secured and optimized network performance.\
• Experience with application crash analysis, including quickly identifying the crashed application, gathering error details, and recent user actions, and utilizing event logs and task manager for diagnostics.\
• Troubleshooting skills for Microsoft 365 environments to ensure optimal performance and resolving issues efficiently.\
• Familiarity with LAN activities, including backups, maintenance, server upgrades, and patching, and coordinating tasks to ensure smooth network operations.\
• Knowledge of server and client OS issues, including disk and storage tickets, backup issues, OS performance issues, app crashes, and not-responding errors, no boot issues, BSOD issues, and related causes.\
• Application crash analysis skills, including quickly identifying the crashed application, gathering error details, and recent user actions, and utilizing event logs and task manager for diagnostics.\
• Ability to work in a fast-paced environment, adapt to new technologies, and stay up-to-date with industry trends.\
• Excellent problem-solving skills, attention to detail, and ability to work independently with minimal supervision.\