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Technical Support Specialist

2 months ago

Tyrone, Georgia, United States Century Solutions Group, Inc. Full time
Job Overview

Salary: $55-$70K per year

We are looking for a Help Desk Engineer Level II who is dedicated to enhancing our mission: "to foster success among all stakeholders by delivering top-notch and responsive IT leadership and services."

Key Responsibilities:

  • Deliver exceptional support to clients to ensure the reliable operation of their systems.
  • Provide prompt and high-quality assistance.
  • Document all configurations, issues, and solutions comprehensively.
  • Adhere to all organizational policies.
  • Utilize system analysis techniques to define hardware, software, or system functional specifications.
  • Oversee the daily ticket service board to ensure proper handling and escalation of tickets. Maintain detailed documentation in both ConnectWise and IT Glue as necessary.
  • Participate in after-hours on-call support for client systems.
  • Keep certifications current and stay informed about the latest advancements in IT technologies.
  • Conduct on-the-go research into technical issues, particularly errors and code.
  • Respond to all team communications and emails promptly.
  • Maintain accurate time records for tickets and individual timesheets.

Qualifications:

  • High School diploma or equivalent.
  • A college diploma or university degree in computer science or 3+ years of relevant work experience.
  • Certification Minimum Requirements – Microsoft Certified Fundamentals of 365 and/or Azure.
  • Strong verbal and written communication skills.
  • Exceptional attention to detail.
  • Professional demeanor.
  • Self-motivated individual.
  • Hands-on and remote hardware troubleshooting experience.
  • Ability to prioritize and execute tasks effectively in a high-pressure environment.
  • Capability to manage multiple tasks and priorities efficiently.
  • Ability to work collaboratively in a team and independently.
  • Experience with on-premise Active Directory (creating and managing user accounts, security groups, and OUs).
  • Experience with Azure AD is preferred.
  • Knowledge of the Microsoft 365 environment.
  • Experience in network troubleshooting, including server, switch, and firewall components, as well as IP scheme knowledge.
  • Familiarity with DHCP and DNS configuration and troubleshooting.
  • Experience with IMM and iDrac modules, including access and usage.
  • Familiarity with remote access solutions, including VPN, Remote Desktop, RDGateway, and TruGrid.
  • Experience with Cisco Meraki Switching, Cisco Meraki Firewall, Cisco AnyConnect VPN, and Todyl SGN is a plus.
  • Experience with virtual machine solutions, both desktop and server, including but not limited to Hyper-V and VMware/ESXI.

Performance Metrics:

  • Response time to client IT requests.
  • Meeting service level agreements (SLAs).
  • Accuracy in ticket documentation regarding problem/resolution descriptions and appropriate notes.
  • Client satisfaction ratings.
  • Daily average ticket closure goals, utilization, and reopen rates.

Company Hours: 7am-6pm Monday-Friday

Shift Hours: Monday to Friday, working hours will be determined during the onboarding process. Rotating on-call participation is required.

Continuing Professional Education (CPE) Requirements:

  • Technical staff are expected to complete a minimum of 15 CPE hours or obtain a technical certification per quarter to ensure ongoing learning and professional development in Help Desk Engineering, IT products, equipment, or applications.

Benefits:

Health, Dental, Vision, 401-K with matching, Flex Vacation, Paid Sick time, Paid Holidays, KPI achievement bonus, CPE quarterly bonus, and Certification Reimbursement.

We offer a competitive salary and benefits package, along with the opportunity to work in a dynamic and growing managed service provider environment. If you are a dedicated and ambitious professional looking to make a significant impact for our clients and Century Solutions Group, Inc., we would be pleased to receive your application.

Please include your resume along with your compensation requirements.