Senior IT Field Support Specialist

2 months ago


New York, New York, United States Chelsea Technologies Full time
Job Description

**Job Title:** Senior IT Field Support Specialist

**Job Summary:**

We are seeking a highly skilled and experienced Senior IT Field Support Specialist to join our team at Chelsea Technologies. As a Senior IT Field Support Specialist, you will be responsible for providing top-notch Level 2 technical support to our clients, both remotely and on-site.

Key Responsibilities:

  • Provide Level 2 technical support to clients via phone, email, and on-site visits.
  • Diagnose and resolve complex technical issues related to hardware and software configurations.
  • Act as a single point of contact for clients for all types of service requests.
  • Communicate effectively with clients to keep them informed of incident progress and notify them of impending changes.
  • Perform on-site visits for necessary changes or troubleshooting.
  • Build strong relationships with clients through clear communication and prompt follow-through.
  • Improve customer service, perception, and satisfaction.
  • Escalate service requests that cannot be scheduled within agreed service levels.

Requirements:

  • At least 2 to 3 years of professional IT service desk and/or on-site support experience with a minimum of Level 2 proficiency.
  • Past Managed Service Provider (MSP) experience preferred.
  • Excellent customer service skills.
  • Problem-solving skills.
  • Critical thinking.
  • Excellent verbal and written communication skills.
  • Proficiency with Windows Operating Systems (Windows 10 and 11) and Apple Mac.
  • Proficiency with Windows Server environments, Active Directory, Group Policy, Office 365.
  • Proficiency with the Azure Platform, Azure Virtual Desktop, and Azure Active Directory.
  • Proficiency with Office 365, M365, and licensing.
  • Proficiency with LAN/WAN/Wireless - Switches, Routers, Access Points, and Firewalls.
  • Remote desktop services.
  • Network Printers and Scanners.
  • Cable management.
  • Backup solutions.
  • ConnectWise and IT Glue knowledge is a plus.
  • MS Intune/Mobile Device Management.
  • Video conferencing and audio/video equipment.
  • Technical documentation.

Education:

  • Bachelor's degree in IT or equivalent work experience.
  • Microsoft Certifications and/or any other IT-related certifications are a plus.
  • Past MSP Experience is a plus.

Salary: $75,000 - $85,000



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