Technical Support Specialist
7 days ago
Job Overview
">Our client, a leading IT Solutions Company in the Winston-Salem, NC area, is seeking a skilled Help Desk Support Level II Technician. As an integral part of their team, you will be responsible for ensuring the smooth operation of their IT systems and providing exceptional support to end-users.
About the Role
">We are looking for a highly motivated and organized individual with a strong background in IT infrastructure management. Your primary focus will be on responding to support requests in a timely manner, serving as the initial point of contact for all IT-related tickets, and ensuring customer satisfaction.
Key Responsibilities:
">- ">
- Incident Management: Provide courteous, timely, and effective resolution of end-user issues via telephone, web portal, or email.">
- Provisioning and Setup: Assist with provisioning and system setup for new hires, ensuring a seamless onboarding experience.">
- Prioritization and Service Delivery: Prioritize incidents and service requests according to defined processes to meet established SLAs (Service Level Agreements).">
- Remote Troubleshooting: Utilize remote tools and diagnostic utilities to resolve support requests efficiently.">
- Server Administration: Manage Active Directory, File & Print services, DNS, DHCP, antivirus software, and ensure virus definitions are up-to-date.">
- Network Administration: Configure and maintain network firewalls, switches, software, and hardware, as well as build and deploy file servers and cloud computing solutions.">
- VOIP Solutions: Deploy and configure VOIP solutions, ensuring seamless communication.">
- Email Management: Manage Microsoft Exchange Server and related telephone solutions.">
- Monitoring and Alert Systems: Monitor alert systems and take appropriate action according to guidelines.">
- Problem-Solving: Analyze event logs to identify and affect repairs.">
- Escalation Management: Receive and respond to escalated service requests requiring enhanced responses.">
Requirements
">To be successful in this role, you should have:
">- ">
- A minimum of 4 years' hands-on experience configuring, troubleshooting, and repairing networking equipment, Windows servers, and workstations, as well as 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 is a plus.">
- Excellent verbal and written communication skills, with the ability to work with clients at a business level to understand their current and historic issues.">
- 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) tools is a plus.">
- Ability to problem-solve at a high level, possess extraordinary customer service skills, strong multi-tasking, and organizational skills.">
- Sales training experience is a plus.">
Bonus Qualifications
">The following certifications are highly valued but not required:
">- ">
- 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 are highly desirable.">
What We Offer
">Our client provides a dynamic work environment, opportunities for career growth, ongoing training, and competitive compensation. The estimated salary for this role is $65,000 - $85,000 per year, depending on experience.
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