Technical Support Specialist

4 weeks ago

Rome, New York, United States M.A. Polce Full time
Job Description

At M.A. Polce, we are seeking a highly skilled Technical Support Specialist to join our team. This role is responsible for providing day-to-day IT support to our customers and their users. Key responsibilities include helpdesk support, maintenance of hypervisors, servers, storage, backup systems, network and network security devices, Cloud services, VoIP and IP video camera solutions, end-point devices, and more.

Key Responsibilities:

  • Provide value to a cross-functional team and engage in a learning work culture
  • Communicate well by striving for mutual respect and being professional, approachable, friendly, and honest with colleagues, customers, and vendors
  • Provide excellent customer service by projecting a positive, helpful image and maintaining a professional attitude
  • Serve as the first point of contact for end-users requesting technical support over the phone, email, or service ticket system
  • Provide all aspects of day-to-day IT support for technologies including, but not limited to; Cisco and Meraki network equipment, Cisco on-prem and Cloud VoIP solutions, Citrix virtual applications, Microsoft Hyper-V and VMware ESXi virtualization, Nimble Storage SAN, Windows Server 2012/2016/2019, Exchange Server 2013/2016/2019, Microsoft Active Directory, Microsoft 365, Windows 10 end-points, Barracuda appliances, Veeam backup solutions, Axis IP video camera solutions, more
  • Respond to and resolve remote monitoring and management (RMM) systems alarms and notifications for managed services customers
  • Submit accurate service ticket information and time in the service ticket system
  • Maintain technical documentation
  • Continually improve technical skills by attending vendor training, working with experienced colleagues, earning certifications, and/or reviewing the personal development plan
  • Demonstrate leadership ability when working in a team setting or alone and unsupervised
  • Analyze workflows and schedule work to meet priorities and goals in an efficient, effective manner
  • Maintain high availability when on-call
  • Adhere to work schedule and demonstrate flexibility as requested
  • Additional duties and special assignments as requested

Requirements:

  • Ability to demonstrate proficiency providing IT support
  • Ability to multi-task and prioritize
  • Strong verbal and written communication skills, including interpersonal, facilitation, and effective presentation skills
  • Ability to pass background checks
  • Ability to obtain and maintain security clearances, if required by our clients
  • Hold a valid drivers' license and be able to commute to local client locations, as needed
  • Must be available to participate in on-call rotation
  • Must be able to work flexible hours, if necessary

Preferred Qualifications:

  • 1 plus year's extensive experience with supporting Windows servers and personal computers
  • 1 plus year's extensive experience with supporting Cisco networks

Desired Certification/Licensing:

  • Cisco CCENT
  • CompTIA A+
  • Microsoft 365 Fundamentals
  • Microsoft Certified Solutions Associate

Education:

  • Bachelor's Degree in Computer Science or related field and a minimum of 1 year experience in IT or equivalent professional experience

Other Requirements:

  • Successful background check

Physical/Sensory Demands:

  • Stand- Occasionally
  • Walk- Occasionally
  • Sit- Regularly
  • Use Hands- Regularly
  • Reach with hands and arms- Regularly
  • Climb or Balance- None
  • Stoop, Kneel, Crouch or Crawl- Occasionally
  • Talk/Hear- Regularly
  • Taste/Smell- Occasionally
  • Lift and/or Move (approx. 50#s or less)- Occasionally

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