Specialist Support Officer

1 day ago


Bangalore, India Vinebrook Technology Full time
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.
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
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)
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

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

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