
Specialist Support Officer
1 day ago
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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