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Advanced Technical Support Expert
2 months ago
We are seeking a highly skilled and experienced IT professional to provide advanced technical support and expertise to our organization.
The ideal candidate will have a deep understanding of IT systems and a proven track record of delivering exceptional customer service and technical solutions.
This is a contract to hire position and will support our organization's IT infrastructure.
Key Responsibilities:- Provide expert-level technical support and guidance to resolve escalated IT issues and challenges.
- Serve as a point of contact for Tier 1 support technicians, assisting with complex troubleshooting and issue resolution.
- Analyze and diagnose complex hardware, software, and network problems, utilizing advanced troubleshooting techniques and tools.
- Collaborate with other IT teams, including infrastructure, security, and development, to identify and resolve systemic issues and improve overall IT operations.
- Develop and maintain knowledge base articles, documentation, and best practices for troubleshooting and resolving technical issues.
- Lead and participate in IT projects, including system upgrades, migrations, and deployments, ensuring successful implementation and minimal disruption to operations.
- Mentor and train junior IT support technicians, providing guidance and sharing knowledge to enhance team capabilities.
- Stay updated on emerging technologies and trends in IT support, continuously improving skills and expertise to remain at the forefront of the industry.
- Communicate effectively with end-users, stakeholders, and management, providing regular updates and reports on the status of escalated issues and projects.
- Participate in an on-call rotation schedule to provide after-hours support for critical incidents and emergencies.
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or related field preferred.
- Minimum of 5 years of experience in IT support, with at least 2 years in a Tier 3 or equivalent role.
- Experience with Dental similar patient-provider environment.
- Experience supporting nation-wide, multi-site locations.
- Strong technical background in systems administration, network management, and IT security.
- Strong technical background in Azure, MS365, MS Intune.
- Strong background in cloud phone systems, Ring Central preferred.
- Strong technical background in network infrastructure, Cisco Meraki, VPN, SD-WAN, cloud migrations, Hyper-V, disaster recovery and backup solutions.
- Strong technical background in cyber security, EDR-MDR, MFA, threat detection and response.
- Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Solutions Expert (MCSE), or Cisco Certified Network Professional (CCNP) are highly desirable.
Travel: Travel is required, up to 30%.
