IT Support Specialist

3 days ago

Austin, Texas, United States eStaff LLC Full time
Job Overview

We are seeking a highly skilled IT Technician Level 2 to join our team at eStaff LLC. As a key member of our technical support team, you will be responsible for providing exceptional technical support to our clients, troubleshooting and resolving complex IT issues, and collaborating with our team to deliver top-notch service.

Responsibilities
  • Build and implement processes and policies for internal use and for clients.
  • Conduct network assessment audits for client prospects.
  • Provide remote and onsite technical support to our clients.
  • Diagnose, research, and troubleshoot computer system issues, including operating systems, hardware, and software, networking, VPN, connectivity, server, and other network devices/peripherals.
  • Install, configure, and support desktops, laptops, virtual machines, mobile phones, VOIP products, servers, backup systems, and mobile/IoT devices.
  • Provide on-call emergency services after business hours, holidays, and weekends as required.
  • Respond promptly and professionally to alerts and end-user IT issues.
  • Monitor and update Service Desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities, and documenting solutions.
  • Respond to escalation of Tier 1 (Help Desk) tickets.
  • Function as primary point of contact and communication with customers from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress.
  • Responsible for meeting Client Service Level Agreement goals.
  • Occasionally attend networking (prospecting) events to obtain sales leads and referrals.
Qualifications
  • Associate's degree in IT or related technical field required.
  • 5+ years of IT-related technical experience. MSP experience is a plus.
  • CompTIA and Microsoft certifications preferred.
  • An advanced level of understanding of relevant technologies, solutions, troubleshooting, and support.
  • Advanced knowledge of implementing and configuring business-class networks, servers, and firewalls.
  • Advanced knowledge of networking (i.e., TCP/IP, NAT, DHCP, DNS, VPN, OSI model).
  • Advanced knowledge of Microsoft Windows Operating Systems - Server and Desktop.
  • Advanced knowledge of setting up and configuring printers in a network environment (Print Server management; LDAP integration; Remote access security and administration; user login scripting).
  • Extensive experience with onsite/offsite backup configurations as well as data restorations; Experience with SAN and NAS backup environments.
  • Experience in DNS troubleshooting; A, MX, CNAME record management and troubleshooting.
  • Intermediate knowledge of Microsoft 365, Azure, Google Workspace, and Apple MacOS.
  • Intermediate knowledge of virtualization technologies from host to virtualized machine management and administration (Hyper-V; VMWare; Citrix Xen).
  • Intermediate knowledge of centralized mobile device management.
  • Intermediate knowledge of Microsoft SharePoint.
  • Basic knowledge of HIPAA/PCI compliance.
  • Ability to work with team members and provide leadership on projects and client onboarding.
  • Ability to communicate effectively and interact with diverse personalities.
  • Self-motivated; dependable; passionate about technology.
  • Enthusiasm for working in a team environment and a desire to help our customers grow their businesses by serving their IT needs.
  • Must be able to occasionally lift and/or move up to 30 pounds and may have to sit at a computer for long periods of time.

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