IT Support Specialist
2 days ago
We are seeking a highly skilled and experienced IT Support Specialist to join our team at Exigotechnology. As a key member of our managed services division, you will be responsible for providing Tier 2 IT support services to our clients across the US.
Main Responsibilities- Identify, isolate, and troubleshoot level 2 or higher IT-related problems.
- Respond to alert incident tickets and work with system administrators to resolve any issues.
- Assist Tier 1 support teams with user tickets and answer phones for Tier 2 support directly with client IT teams.
- Log and track customer requests using a problem-tracking tool.
- Escalate problems to 2nd and 3rd level support teams and outside support vendors as necessary.
- Follow up on requests according to Service Level Agreements.
- Monitor the Service Desk ticketing system and ensure requests are logged correctly and within agreed timeframes.
- Minimum 2 years of college or equivalent work experience preferred.
- MCP preferred but not required.
- Professional presentation and phone manner.
- A basic understanding of how a network environment operates and how applications function within the environment.
- Understanding of basic Windows and MAC desktop administration.
- Basic understanding of WAN, LAN, and TCP/IP.
- Knowledge of Cisco or Fortinet routers preferred, although not required.
- Consistently punctual, dependable, and reliable.
- Presents ideas and initiatives both formally and informally.
- Persuades and influences for results.
- Accepts ownership of the problem until it is resolved.
- Generates new ideas leading to opportunities or cost-savings.
- Shows awareness of global trends and new developments in information technology and networks, including standards, protocols, and architectures.
You will be in direct contact with customer liaison and the users of the customer's network.
You will be in contact with MSP team members for the customer, including the lead consultant (vCIO) for the customer.
Communicate with System Administrators and the Service Desk manager.
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