Senior Technical Support Specialist
7 hours ago
At WEBIT Services, we are seeking a highly skilled Senior Technical Support Specialist to join our team. As a key member of our service desk team, you will serve as the highest level of technical support, handling complex technical issues and providing expert guidance to our clients.
Key Responsibilities:
- Advanced Technical Support: Resolve complex technical issues escalated from Tier 1 and Tier 2 support, ensuring timely and effective resolution, including but not limited to:
- Virtualization: VMware & HyperV
- Backup systems and Storage
- Network and Security (Firewall Systems, Router and Switches etc.)
- Active Directory and O365 Administration
- System Administration: Perform advanced system administration tasks, including server management, network configuration, and security implementations on Windows Servers AD, AZURE AD, DNS, DHCP, Online Exchange/ 0365)
- Project Participation: Collaborate with project teams to design, implement, and manage IT projects for clients.
- Mentorship and Training: Provide guidance and training to Tier 1 and Tier 2 support staff, fostering a culture of continuous learning and improvement.
- Client Interaction: Communicate effectively with clients to understand their technical needs, provide updates, and ensure satisfaction with services rendered.
- Documentation: Maintain detailed and accurate documentation of technical solutions, procedures, and client interactions.
- Proactive Maintenance: Conduct regular system audits, performance tuning, and preventive maintenance to ensure optimal system performance and reliability.
- Incident Management: Lead the response to major incidents, including identification, resolution, and post-incident review to prevent recurrence.
- Security: Implement and manage security measures to protect client data and systems from threats and vulnerabilities.
Requirements:
- Experience in a technical support role, with at least 2 years in a Tier 3 or senior support capacity.
- Certifications: Relevant industry certifications such as MCSE, CCNA, ITIL, or similar are highly desirable.
- Technical Skills: Proficient in Windows and Linux server administration, networking (LAN/WAN), virtualization (VMware, Hyper-V), cloud services (AWS, Azure), and security best practices.
- Problem-Solving: Strong analytical and problem-solving skills with the ability to handle complex technical issues independently.
- Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
- Customer Service: Strong commitment to providing exceptional customer service and maintaining client relationships.
- Team Player: Ability to work collaboratively within a team environment and share knowledge effectively.
Benefits:
- Company-paid Day-1 Health Insurance for employee
- Company-paid AD&D Insurance
- Company-paid LTD & STD Insurance
- Unlimited PTO
- Employee Assistance Program
- Dental Insurance
- Vision Insurance
- 401k
- Life Insurance
Additional Information:
- Position Type: Full time, salaried
- Salary Range: $85,000 - $120,000/yr
- Unlimited PTO Eligibility: After 90 days
- Employee Ownership Eligible after 1 year of service
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