Senior IT Support Specialist

4 weeks ago

Roswell, New Mexico, United States 360 Smart Networks Full time
Job Overview

We are seeking a highly skilled and experienced Support Engineer to join our team at 360 Smart Networks. As a Support Engineer, you will be responsible for providing advanced technical support and troubleshooting to customers and internal users who are experiencing issues with hardware, software, network, or other IT-related systems.

You will work as part of a team that works on complex or unresolved problems from Tier 2 specialists or vendors, and follows up with customers until the issues are resolved. A Support Engineer also contributes to the documentation and improvement of IT processes and procedures, and mentors Tier 1-2 support staff.

Key Responsibilities
  • Respond to customer and user requests for technical assistance via phone, email, and ticketing system.
  • Diagnose and resolve complex IT issues related to hardware, software, network, security, or other systems.
  • Follow up with customers and users to ensure their satisfaction and provide additional support or guidance as needed.
  • Document and update IT incidents, solutions, and procedures in the knowledge base and other systems.
  • Identify and report recurring or systemic IT issues and internally propose solutions or recommendations to prevent or mitigate them.
  • Participate in IT projects, initiatives, and audits as assigned.
  • Keep up to date with the latest technologies, trends, and best practices in the IT field.
Requirements
  • Associate's or bachelor's degree in computer science, information technology, or related field, or equivalent work experience.
  • At least 5 years of experience in IT support, preferably in a Tier 2 or higher role.
  • Strong knowledge of IT systems, applications, and protocols, such as Windows, Linux, MacOS, Office 365, Active Directory, VPN, TCP/IP, DNS, DHCP, etc.
  • Excellent troubleshooting and problem-solving skills, with the ability to handle complex and diverse IT issues.
  • Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical audiences.
  • Ability to work independently and collaboratively in a fast-paced and dynamic environment.
  • Ability to prioritize and manage multiple tasks and deadlines.
  • Certifications in ITIL, CompTIA, Microsoft, Cisco, or other relevant areas are preferred.
  • Candidates must be able to move up to 40 lbs. without assistance.
What We Offer

We offer a competitive salary based on experience and knowledge, a full benefits package, 401K, bonus plan, and expense reimbursement.

This is a full-time position, and applicants must be able to commute to the Roswell area daily. Must be authorized to work in the US, and all candidates are subject to a background check.

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