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Infrastructure Support Specialist

2 months ago

Fort Myers, Florida, United States Entech Computer Full time

Job Type: Full-time

Status: Exempt

Why Entech?

Entech is a dynamic Managed IT Support Services organization seeking skilled professionals to enhance our team.

With a legacy of 25 years dedicated to empowering individuals, Entech fosters a culture centered on integrity, teamwork, and the cultivation of strong relationships with our employees, clients, and the community. Joining Entech means becoming part of a family that prioritizes growth opportunities, enjoyable work environments, team collaboration, and cutting-edge technology.

Role Overview

As an Infrastructure Support Specialist, you will play a crucial role in addressing both reactive and proactive service requests. Your responsibilities will encompass both onsite and remote support through Entech's Service Desk. You will operate independently and collaboratively to manage service desk inquiries, swiftly diagnose technical challenges, handle Level 1 escalations, collaborate with the Project Manager on various initiatives, and troubleshoot issues via phone, onsite, or remote access.

Key Responsibilities

  • Diagnose, troubleshoot, and document user issues to resolution while ensuring exceptional customer satisfaction.
  • Assist end users in resolving reactive support requests related to Windows servers and desktops, Microsoft cloud services (Microsoft 365 and Azure), Remote Desktop Services, firewalls, managed switches, and LAN/WAN connectivity.
  • Address proactive alerts and monitors generated by the NOC, including backups, viruses, impending hardware failures, and licensing issues.
  • Conduct regular health assessments and proactive upgrades to network infrastructure.
  • Oversee Line of Business software updates and upgrades as necessary, coordinating with vendor support for server and end-user device software.
  • Manage software as a service licensing and accounts for partners when appropriate.
  • Organize your daily ticket queues and schedules to ensure timely resolution of assigned tickets.
  • Utilize RMM Software, ConnectWise Manage, IT Glue, and other service-specific tools to deliver effective onsite and remote user support.
  • Maintain communication with customers, keeping them informed of incident progress and notifying them of any changes or outages.
  • Enhance customer service, perception, and satisfaction.
  • Clearly communicate the scope of work for all hourly clients.
  • Collaborate effectively within a team environment.
  • Escalate service or project issues that cannot be resolved within agreed service levels.
  • Develop a comprehensive understanding of the service catalog and its relation to customer needs.
  • Document internal processes and procedures relevant to your responsibilities.
Required Technical Skills

Advanced proficiency in and ability to troubleshoot:
  • Windows 10 and 11 Operating Systems
  • Workstation and Server Hardware
  • Printer and Multi-function devices and technologies
  • Standard Windows Applications
  • Microsoft Office Suite
  • Email and Mobile Device connectivity
  • Microsoft 365
Intermediate proficiency in and ability to troubleshoot:
  • Mac OS troubleshooting
  • IPv4 and IPv6 technologies
  • LAN/WAN connectivity issues
  • Microsoft Azure
  • Hyper-V, vSphere, Citrix, SQL, and Terminal Services
  • Active Directory
  • Windows Server
  • VPN connectivity troubleshooting and configuration (Cisco, SonicWall, OpenVPN, IPSec)
Education and Experience
  • High School Diploma or GED (Two years college or equivalent work experience preferred).
  • Three or more years of related experience or relevant coursework.
  • Two to three years working in a Technical Support/Service Desk environment preferred.
Certifications and Licenses
  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, or VMware VCP.
  • CompTIA Network+
  • CompTIA Security+
  • Valid Florida Driver License and must have a clean driving record.
Benefits:

Free Medical Insurance

Additional Employer Paid Medical Options

Fully Vested 401(k) Match

Flexible Time Off (an unlimited amount of paid time off days)

Free $10,000 Life Insurance Policy

Six Paid Holidays - PLUS Black Friday

Flexible Schedule Options

Fun Employee Events - Yearly Culture Building Events

Options available for dental, vision, short term disability, long term disability, and additional life insurance.

Entech is an Equal Opportunity Employer. Entech participates in E-verify for all employees.

This position requires the passing of a level 2 background check as well as a pre-employment drug screening. A valid driver's license is required for this position.