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IT Support Specialist
2 months ago
We are seeking a highly skilled IT Support Specialist to join our team at Great Day Improvements. As a key member of our technical support team, you will provide expert-level user support and customer service to our clients, ensuring their technical needs are met with a high level of urgency and professionalism.
Key Responsibilities- Server Administration: Configure and maintain virtual servers, preferably in a Hyper-V environment, and ensure high availability clusters are in place.
- Monitoring and Maintenance: Monitor file share and cluster shared volumes, perform system audits of backup infrastructure, and ensure recovery is possible.
- Backup and Recovery: Configure and maintain server backup utilities, with a focus on Veeam experience.
- Network Support: Set up and respond to network monitoring alerts, diagnose and repair issues, and set up additional alerts to monitor customers' environments as necessary.
- Scripting and Automation: Utilize PowerShell scripting and RMM tool experience to streamline technical support processes.
- Database and Cloud Support: Provide support for Linux and database server environments, as well as on-premise to cloud environment migrations.
- Technical Support: Respond to and address technical support requests urgently, providing remote and onsite support as needed.
- Incident Tracking: Log activities in our incident tracking system, with familiarity with Kaseya Vorex Ticketing system a plus.
- Client Communication: Ensure all client trouble tickets or other service requests are acknowledged and addressed with a high level of urgency and per their SLA.
- Administrative Duties: Perform all administrative duties for server virtualization, Active Directory, Office 365, and VoIP telephone systems.
- Network Troubleshooting: Troubleshoot network issues, including wired, wireless, and VPN connectivity.
- MDM Support: Configure and maintain MDM software for mobile devices, with familiarity with Meraki MDM a plus.
- Documentation and Knowledge Sharing: Document resolutions for future reference in our company knowledgebase and mentor junior support technicians.
- On-Call Support: Participate in a rotating on-call schedule for after-hours emergencies.
- Technical Expertise: Minimum of 3 years' experience with installation, configuration, and troubleshooting of personal computer hardware, software, and peripherals in a networked environment.
- Problem-Solving: Ability to resolve complex technical issues through research and analysis.
- Communication: Excellent communication and customer service skills.
- Knowledge and Experience: Knowledge and understanding of server technologies, virtualization, Active Directory, and Microsoft Exchange in both on-premise and Azure environments.
- Certifications: Microsoft certifications or coursework towards certification are a plus.
- Independence: Ability to work independently and without direct supervision.
- Technical Skills: Expert-level knowledge of Microsoft Windows and Office products, as well as experience with mobile device management for Apple iPad and VoIP telephone systems.
