Technical Support Specialist for IT Services
1 week ago
Alcala Consulting, Inc. is a dynamic and expanding provider of Managed IT Services based in California. We are currently seeking a Level 2 Technical Support Specialist to enhance our service delivery. This role involves delivering technical assistance and resolving issues for our clientele. It is an excellent opportunity for individuals who thrive in a fast-paced setting and are dedicated to providing outstanding customer support.
Key Responsibilities- Take responsibility for addressing client support inquiries from the initial ticket creation to the complete resolution.
- Utilize available tools and documentation to effectively resolve technical challenges.
- Respond promptly to client support requests and manage inquiries by providing solutions to known issues and addressing technical difficulties.
- Employ escalation procedures when necessary to ensure timely resolution.
- Act as a client satisfaction advocate by proactively managing and maintaining dependable infrastructure.
- Oversee daily administration of server operating systems, file structures, and directory services.
- Manage software distribution and updates efficiently.
- Monitor server performance and system logs, including firewall and intrusion detection systems.
- Conduct configuration, installation, and monitoring tasks.
- Configure, troubleshoot, and ensure the integrity of system and file backups.
- Maintain systems through regular updates, service packs, and hotfixes.
- Perform advanced diagnostics and provide Tier 2 support.
- Create and update internal Knowledge Base documentation as required.
- Generate reports for management as needed.
Applicants should possess:
- A minimum of four years of experience in Client/Server system administration.
- U.S. Citizenship.
- Strong references.
- The ability to lift up to 60 lbs.
- A valid Class C California driver's license.
- A reliable vehicle with insurance.
- The capability to pass comprehensive background checks.
Additional requirements include:
- High attention to detail and exceptional organizational skills.
- Experience with Managed Services Providers (MSP) is preferred.
- Knowledge of Client/Server network configuration.
- Strong critical thinking and problem-solving abilities.
- Familiarity with networking concepts.
- Demonstrated experience with Active Directory, DNS, and DHCP.
- Exemplary customer service skills and professional phone etiquette.
- Willingness to work shifts to support a 24/7 operation.
- The ability to work effectively both independently and as part of a team.
We offer a comprehensive benefits package, including:
- Paid Medical, Dental, Vision, and Life Insurance.
- Paid Holidays.
- Paid Time Off.
- 401K Matching.
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