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Lead IT Support Specialist

2 months ago

Calabasas, California, United States Stability Technology Full time

Position Overview:

The role of the Senior Help Desk Technician at Stability Technology is designed for a motivated and dependable professional with a minimum of three years of experience in help desk support. The ideal candidate is customer-oriented, exhibiting a friendly demeanor and the ability to maintain composure in challenging situations while being eager to acquire new technical skills.

This position is essential in supporting a variety of IT systems utilized globally, ensuring seamless operations for users around the clock. The focus will primarily be on assisting users within the United States while also representing the Global Support Desk.

Key Responsibilities:

  • Overseeing help desk tickets to ensure exceptional user experiences.
  • Confirming that issues are addressed in line with service level agreements (SLAs).
  • Monitoring servers, cloud services, backups, patch management, and network infrastructure to optimize performance and reduce downtime.
  • Coordinating help desk processes across different regions to achieve uniform results.

Required Qualifications:

  • Proficiency in Windows operating systems (both desktop and server).
  • Experience with backup solutions such as Veeam, Acronis, or similar technologies.
  • Familiarity with Azure, AWS, and virtualization technologies like HyperV and ESXi.
  • Knowledge of Active Directory, both on-premises and in Azure.
  • Experience in Microsoft/Office 365 administration.
  • Competence in utilizing a ticketing system.
  • Strong verbal and written communication abilities.

Preferred Skills:

  • Experience with monitoring tools such as PRTG, Netflow, or Nagios.
  • Familiarity with SD-WAN technology.
  • Knowledge of VOIP and UCaaS solutions.
  • ITIL Foundation certification is advantageous.
  • Experience with Fresh Service ITSM reporting and process management.
  • General knowledge of ITIL practices is a plus.