Technical Support Specialist

7 days ago

San Diego, California, United States Managed Solution LLC Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Managed Solution LLC. As a Technical Support Specialist, you will provide technical support to our managed services clients in a 24/7/365 environment.

Key Responsibilities
  • Provide application and infrastructure support, network administration, desktop troubleshooting, and server management across multiple environments.
  • Adhere to client service level agreements and team performance goals while prioritizing, resolving, and/or escalating issues in accordance with Company policy.
  • Communicate technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients.
  • Effectively document client communication and resolution efforts via internal ticketing system in accordance with Company standards.
  • Maintain a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments.
  • Assist security team in monitoring client environments for suspicious activity/threats and respond quickly to security alerts and incidents in accordance with Company standards.
  • Comply with all company policies and procedures.
Requirements
  • An associate's or bachelor's degree in computer science or related field, as well as 2+ years of troubleshooting experience (networking, server/OS, desktop, virtualization).
  • Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members.
  • Demonstrated history of taking ownership/accountability of assigned tasks.
  • Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment.
  • Excellent oral and written English communication skills.
  • Demonstrated integrity and the ability to maintain client confidentiality.
Technical Skills/Competencies
  • Proficiency in Office365 administration and troubleshooting required. Additional knowledge of public/private cloud (e.g., Azure) and virtualization technologies a plus.
  • Microsoft or other technical certifications highly desired and may be required for employment.
  • Strong troubleshooting skills in a Windows environment, including desktop and server OS.
  • Proficiency in Microsoft Exchange and Active Directory.
  • Proficient knowledge of LAN/WAN administration and troubleshooting proficiency including DHCP, DNS, VLAN's, firewalls (Fortigate Manager), NAT, wireless technology. The ability to configure switches is a plus.
  • Basic knowledge of Cybersecurity, Network Monitoring, and Endpoint Management tools: Perch, LogicMonitor, SentinelOne, etc.
  • Previous experience working within ticketing systems required (Connectwise preferred)
  • Previous experience working in Managed Services Operations Center
  • Apple/Macintosh/iPhone/iPad experience a plus
Physical Demands

The essential functions of this job require: the ability to frequently sit and stand for long periods of time; to manipulate objects with fine and gross motor skills; to frequently lift and maneuver 10 pound objects and occasionally lift and maneuver 50 pound objects; to communicate in written and spoken English; to hear; to utilize close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Managed Solution is an equal opportunity employer and will consider qualified applicants who can perform the essential functions of the job, with or without reasonable accommodation.

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