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IT Support Specialist

2 months ago

Reading, Pennsylvania, United States Stratix Systems Full time
Job Summary

We are seeking an experienced IT professional to join our team as a Level II Service Desk Technician. As a key member of our support team, you will provide technical assistance to our clients, troubleshooting and resolving incidents, and making small infrastructure changes to ensure seamless service delivery.

Key Responsibilities
  • Provide technical support to clients via phone, email, and remote access
  • Troubleshoot and resolve incidents using RMM tools and technical documentation
  • Make small infrastructure changes, including Group Policy, Microsoft 365, SSL Certificate renewal, and minor firewall changes
  • Assist the Incident Management team with Priority 1 and Priority 2 incidents
  • Resolve end-user related escalations from the Tier 1 Service Desk team
  • Create or modify technical documentation to assist Tier 2 or lower with more efficient resolutions
  • Participate in weekly on-call rotation to resolve Priority 1 or Priority 2 incidents outside of business hours
  • Manage a daily queue of incidents and requests within our PSA system, meeting Service Level Agreement (SLA) requirements
Requirements
  • 2-3 years of experience managing and troubleshooting Microsoft Windows Server operating systems and included services
  • 2-3 years of experience troubleshooting and/or managing Microsoft 365 services, including Exchange Online, SharePoint Online, and Azure AD
  • 1-2 years of experience troubleshooting and/or managing physical server infrastructure
  • 1-2 years of experience troubleshooting virtualization platforms, including VMware and Microsoft Hyper-V
  • Moderate understanding of networking services and protocols, including TCP/IP, DNS, DHCP, vLANs, and VPNs
  • 1-2 years of experience troubleshooting macOS devices
  • 2-3 years of experience troubleshooting end-user related hardware, including Windows 10/11 workstations, thin clients, VoIP phones, mobile devices, and network print environments
  • 2-3 years of experience troubleshooting and/or managing email security and understanding how email flows across the internet
  • Excellent communication skills and ability to provide detailed updates to clients regarding incidents and/or requests
  • COMPTIA A+ or higher certifications
  • College or IT trade school degree is preferred
  • Prior Managed Services experience is preferred
Additional Experience Helpful but Not Required
  • 1-2 years of experience managing Datto BDR appliances
  • 1-2 years of experience managing Cisco Umbrella (Web Security)
  • 1-2 years of experience managing Proofpoint (Email Security)
  • 1-2 years of managing endpoints and policies within Crowdstrike
  • ConnectWise MSP Suite (Manage, Automate, ScreenConnect) experience
  • 1-2 years of troubleshooting or managing QuickBooks software

Stratix Systems is an equal-opportunity employer. For more information, please visit our website.