Helpdesk Support Specialist
2 weeks ago
Our client, a leading IT Solutions Company in the Nashville area, is seeking a Help Desk Support Level II+ Technician to join their team. As an IT Technician, you will be responsible for ensuring system operation and functionality, responding to support requests in a timely manner, and ensuring the satisfaction of end-users.
Duties & Responsibilities- Provide support to end-users via telephone, web portal, and email to ensure courteous, timely, and effective resolution of issues.
- Provisioning and system setup for new hires.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Use remote tools and diagnostic utilities to aid in resolving support requests.
- Perform VPN infrastructure design and administration.
- Monitor and manage Microsoft Windows 7/8/10 Operating Systems.
- Monitor and manage Microsoft Windows Server 2003/2008/2012; Small Business Server 2003/2008/2012; Exchange Server 2003/2007/2010.
- Work on WANs, LANs, TCP/IP, Firewalls, Routers, and Switches.
- Server administration via Active Directory, File & Print services, DNS, DHCP.
- Install antivirus software and ensure virus definitions are up to date.
- Optimizing and maintaining network software and hardware.
- Building and deploying file servers and cloud computing solutions.
- Configuring and deploying VOIP solutions.
- Manage Microsoft Exchange Server.
- Monitors alert systems and take appropriate action as per guidelines.
- Ability to use various messages in an event log to affect repairs.
- Receive escalated service requests requiring an enhanced response.
- Minimum of 4 years hands-on experience configuring, troubleshooting and repairing networking equipment, Windows servers and workstations, Exchange server and Active Directory.
- 2-3 years of experience in a client-facing environment such as sales engineering.
- Kaseya RMM and Autotask PSA Experience a plus.
- Excellent verbal and written communication skills and is comfortable working with clients at a business level to understand their current and historic issues regarding their business and technology.
- Possesses strong organizational and time-management skills.
- Experience writing proposals for and implementation of technical solutions to fulfill business needs.
- Results-oriented, self-motivated, energetic, professional, reliable, and a team player.
- Strong understanding of technology and business productivity systems.
- Experience with RMM (remote monitoring and management) tool a plus.
- Ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills.
- Sales training experience is a plus.
- CompTIA Net+ and/or CompTIA Security+.
- MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert).
- CCNA or CCIE-Cisco certifications a real plus.
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