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Technical Support Specialist

2 months ago

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OSG is looking for a talented Technical Support Specialist to work onsite at our Carol Stream, IL location......

As a Technical Support Specialist, you will be part of a dynamic team supporting internal end users for OSG. We are looking for a candidate that is motivated and willing to pull up your sleeves and dive into the trenches with a fantastic group of teammates. You will be responsible for ensuring processes are documented, ITSM work is managed accordingly, hyper care support for C-Suite, and general Asset Management. When necessary, escalate issues/tickets to appropriate personnel.

The position is Monday through Friday for 9 hours with a one-hour meal break included in that time. You will work directly with the NOC team while on shift. Weekend and off-hour work may be required.

  • Preferably 7am to 4pm (CT)
This position reports to Manager of the Network Operations Center.

Responsibilities
  • Serve as the escalation point for O365 Administration tickets incoming to the NOC
  • Determine the best solution based on the issue and details provided by customers
  • Walk team members through the problem-solving process via email, chat, or phone
  • Direct unresolved issues to the next level of support personnel
  • Follow-up and update customers and team members with status and information on extended tickets
  • Assist with transition of certain functions (such as domains) as part of mergers and acquisitions providing input on transitions to OSG systems. This includes alerting through SolarWinds Orion and Pingdom.
  • Identify and suggest improvements on procedures
Requirements
  • 5-7 years of proven experience within complex corporate environments.
  • Strong understanding of O365, working knowledge of Windows server administration.
  • AWS, VMware, and HyperV working knowledge for troubleshooting and ticket remediation
  • Ability to diagnose and resolve basic technical issues remote and on site as necessary
  • Excellent communication skills both verbally and electronically (soft skills)
  • Customer-oriented and cool-tempered
  • Be able to work after hours when necessary to complete projects with other team members
Preferred skills
  • O365 administration
  • Experience patching and deploying software via Tanium
  • Familiarity with Virtual systems (AWS, HyperV, VMware)
  • Experience with Service-Now administration
  • Familiarity with Okta
  • Experience with Imaging using MDT
Education
  • Preferred associates degree in IT related fields
Preferred Certifications
  • MCSA
  • O365 Administration
  • AWS Certifications


JOB CODE: 1001045