Technical Support Specialist II

2 days ago

Memphis, Tennessee, United States Radians, Inc. Full time
Job Title: Technical Support Specialist II

Radians, Inc. is seeking a highly skilled Technical Support Specialist II to join our IT department. As a key member of our team, you will play a crucial role in delivering tier-two technical support to end users and shaping the infrastructure strategy.

Key Responsibilities:
  • Maximize System Performance: Evaluate technical applications and recommend improvements to ensure seamless system performance.
  • Test Software Compatibility: Test software compatibility with existing infrastructure and ensure smooth integration.
  • Conduct Security Configurations: Conduct security configurations and manage access permissions for groups or individuals.
  • Assess and Recommend Technical Purchasing Options: Assess and recommend technical purchasing options based on gathered data.
  • Collaborate with Vendors: Collaborate with vendors to evaluate software and ensure compatibility with existing systems.
  • Perform Network, Software, and Security Performance Tuning: Perform network, software, and security performance tuning to ensure optimal system performance.
  • Document Updates: Document updates to hardware, software, and processes to ensure transparency and accountability.
  • Stay Current on Industry Advancements: Stay current on industry advancements by attending workshops and reviewing publications.
  • Oversee RF Equipment Setup and Maintenance: Oversee the setup and maintenance of RF equipment and manage assets across multiple locations.
  • Provide Installation, Modification, and Repair Services: Provide installation, modification, and repair services for hardware and software systems.
  • Offer Training and Support: Offer training for new software through various channels (in-person, manuals, videos) and provide support to end users.
  • Serve as Tier 2 Support: Serve as tier-two support, managing escalated tickets and ensuring timely resolution.
Qualifications and Skills:
  • Proven Problem-Solving and Troubleshooting Expertise: Proven problem-solving and troubleshooting expertise with a strong ability to analyze complex technical issues.
  • Strong Infrastructure Design, Configuration Management, and Network Monitoring Skills: Strong infrastructure design, configuration management, and network monitoring skills with experience in Microsoft SharePoint administration.
  • Expertise with Microsoft Azure: Expertise with Microsoft Azure, including user administration, resource management, and security controls.
  • Ability to Communicate Technical Information: Ability to clearly communicate technical information to non-technical staff.
  • Familiarity with Software Maintenance, Testing, and Process Improvement Strategies: Familiarity with software maintenance, testing, and process improvement strategies.
  • Experience in Vendor Management and Purchasing: Experience in vendor management and purchasing with a strong ability to negotiate and manage contracts.
  • In-Depth Knowledge of Networking Principles, Operating Systems, and Security Protocols: In-depth knowledge of networking principles, operating systems, and security protocols.
  • Strong Customer Service Focus: Strong customer service focus with a commitment to delivering high-level service to end users.
  • Collaborative Mindset: Collaborative mindset with a hands-on approach to solving technical challenges.
Education and Experience Requirements:
  • Associate's Degree or Higher: Associate's degree or higher in computer science, information systems, or a related field.
  • Minimum 3 Years of Experience: Minimum 3 years of experience in IT infrastructure support, Level 2 technical support, or related role.
  • Experience with Microsoft SharePoint and Azure: Experience working with Microsoft SharePoint, Azure environments, and Power Automate (preferred).
Work Hours:
  • Regular Business Hours: Regular business hours: 8:00 AM – 5:00 PM, with on-call rotation every 8 weeks.
Physical Requirements:
  • Ability to Lift and Carry Equipment: Ability to lift and carry equipment up to 50 pounds.
  • Ability to Walk Moderate Distances: Ability to walk moderate distances within and between buildings as required.
  • Ability to Stand, Walk, and Perform Repetitive Motions: Ability to stand, walk, and perform repetitive motions for extended periods when necessary.
  • Occasional Requirement to Kneel, Crouch, and Climb Stairs: Occasional requirement to kneel, crouch, and climb stairs as part of hardware installation or maintenance tasks.

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