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Technical Support Specialist

2 months ago

Saratoga Springs, New York, United States Fusco Personnel, Inc. Full time
Job Description

Job Title: Technical Support Specialist

Job Summary:

Fusco Personnel, Inc. is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical expertise and support to our clients. This is a full-time direct hire position.

Key Responsibilities:

  • Incident and Problem Management: Act as an incident and problem manager for major outages, ensuring timely resolution and minimal impact on our clients.
  • Technical Escalation and Expertise: Serve as a technical knowledge escalation and subject matter expert point for our on-site team, providing guidance and support as needed.
  • Ticket Resolution: Triage and resolve high-level escalated tickets, ensuring prompt and effective resolution.
  • Training and Development: Develop technical training and mentor our on-site team on best practices of the Support Center and Managed Services.
  • Customer Onboarding: Assist in making customer onboarding run smoothly, ensuring a seamless experience for our clients.
  • Complex Issue Resolution: Solve technically complex, strategic, high-profile, or long-running customer issues, providing expert-level support and guidance.
  • Automation and Efficiency: Assist in automation and efficiency practices for Managed Services, ensuring optimal performance and efficiency.
  • On-Call Support: Participate as an on-call technical escalation point, providing 24/7 support and expertise as needed.
  • Tool Development: Assist and oversee tool development, ensuring alignment with our clients' needs and goals.
  • Customer Experience: Oversee the customer experience feedback loop, ensuring continuous improvement and enhancement of our services.

Requirements:

  • Education: Bachelor's degree or higher in computer science or related field, or equivalent combination of education and work experience.
  • Certifications: MCSE/MCITP certificate or equivalent knowledge, Meraki certification or equivalent knowledge.
  • Experience: 8+ years of IT engineering experience and Windows Administration, with industry expertise in enterprise infrastructure solution development.
  • Skills: Strong working experience in networking, WAN, LAN topology, and support, installing, configuring, and setting up workstations, servers, and printers, building, troubleshooting, and maintaining VMWare and Hyper-V Virtual networks, Microsoft product portfolio, and various technology OEMs.

Salary Range: $75,000-$90,000 (based on experience)