Technical Support Specialist
1 week ago
A prominent IT Solutions Provider is seeking a Help Desk Support Level II Technician to provide onsite assistance for one of their esteemed clients. The primary role of the IT Technician is to ensure the seamless operation of systems, enabling end users to effectively complete their business tasks. The IT Technician will be responsible for addressing support requests promptly, serving as the first point of contact for all IT-related inquiries, and ensuring user satisfaction, among other technical responsibilities.
Key Responsibilities
- Respond to incoming service desk requests via phone, web portal, and email, ensuring a courteous, timely, and effective resolution of user issues.
- Manage system setup and provisioning for new employees.
- Prioritize incidents and service requests in accordance with established processes to meet service level agreements (SLAs).
- Utilize remote tools and diagnostic utilities to assist in resolving support issues.
- Administer servers through Active Directory, including File & Print services, DNS, and DHCP.
- Install and maintain antivirus software, ensuring that virus definitions are current.
- Oversee network firewall and switch administration and maintenance.
- Optimize and maintain both network software and hardware.
- Build and deploy file servers and cloud computing solutions.
- Configure and implement VOIP solutions.
- Manage Microsoft Exchange Server and telephone solutions.
- Monitor alert systems and take appropriate actions as per established guidelines.
- Analyze event logs to facilitate repairs.
- Handle escalated service requests requiring advanced responses.
- A minimum of 4 years of hands-on experience in configuring, troubleshooting, and repairing networking equipment, Windows servers, workstations, Exchange server, and Active Directory.
- 2-3 years of experience in a client-facing role, such as sales engineering.
- Excellent verbal and written communication skills, with the ability to engage with clients at a business level to understand their historical and current technology-related issues.
- Strong organizational and time-management abilities.
- Experience in drafting proposals and implementing technical solutions to meet business needs.
- Results-driven, self-motivated, energetic, professional, reliable, and a collaborative team player.
- Comprehensive understanding of technology and business productivity systems.
- Familiarity with RMM (remote monitoring and management) tools is a plus.
- Exceptional problem-solving skills, outstanding customer service abilities, and strong multitasking and organizational skills.
- Sales training experience is advantageous.
- Experience in a Managed Service Provider (MSP) environment is highly desirable.
- CompTIA Net+ and/or CompTIA Security+
- CompTIA Server+
- CompTIA Network+
- HDI Support Center Analyst
- MTA
- MCDST
- CCENT
- Microsoft Office Specialist
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