Senior IT Support Specialist

2 weeks ago


Carlsbad, United States Value Logic Inc Full time
Job Overview

We are seeking a skilled technology expert to join our dynamic and engaging team. The Senior IT Support Specialist will be responsible for addressing complex technical challenges and providing exceptional service to our clients. This role demands a proactive approach to problem-solving and effective communication with both clients and team members.

Key Responsibilities:

  • Efficiently assess, prioritize, and resolve technical issues escalated from lower-tier support teams.
  • Serve as the main contact for escalated issues that require advanced expertise.
  • Support Tier 1 & 2 teams as necessary, ensuring seamless operations.
  • Conduct in-depth troubleshooting of various IT services.
  • Provide mentorship and training to junior support staff.
  • Maintain clear communication with support teams and clients regarding the status of escalated issues.
  • Regularly review monitoring systems to identify and address potential issues proactively.
  • Create and maintain documentation for standard operating procedures (SOPs).
  • Design and implement migration strategies for IT infrastructure.
  • Oversee the installation and support of client networks and server systems.
  • Develop and document best practices for technical service delivery.
  • Conduct periodic reviews of client IT infrastructures and provide detailed reports.

Qualifications:

  • 3-5 years of hands-on experience in technical customer support.
  • Strong understanding of networking principles.
  • Advanced knowledge of computer hardware.
  • Expertise in Windows Servers, Windows 10/11, Microsoft Azure, AWS, SQL, Active Directory, and Microsoft 365.
  • Familiarity with Cisco, SonicWall, Lenovo, Dell, EMC, and VMWare technologies.
  • Proficient in network security, IP routing, and VOIP systems.
  • Experience with virtualization technologies, both on-premises and cloud-based.
  • Comprehensive knowledge of Microsoft, MAC, and Linux operating systems.
  • Ability to utilize programming languages such as PowerShell, Python, and PHP.
  • Proven ability to manage multiple projects in a fast-paced environment.
  • Exceptional analytical and troubleshooting skills.
  • Strong communication skills, capable of conveying technical information to non-technical audiences.
  • Excellent customer service orientation.
  • Highly organized with a keen attention to detail.
  • Ability to work independently and collaboratively.
  • Familiarity with PSA and RMM tools.
  • Adaptability in a changing work environment.
  • 2-3 years of experience in a Managed Services Provider (MSP) setting is preferred.
  • Relevant IT certifications and training.
  • A college degree or equivalent experience is preferred.

Additional Requirements:

  • Valid driver's license with a clean driving record.
  • Physical ability to perform tasks such as lifting, bending, and standing for extended periods.
  • Willingness to participate in an on-call rotation.
  • Flexibility to work irregular hours or weekends as needed.
About Value Logic, Inc.

For over two decades, Value Logic, Inc. has been delivering premium Managed Services to small and mid-sized enterprises across North America. Our clientele spans various industries, including manufacturing, energy, and distribution. Our commitment is to ensure that our clients' IT infrastructures operate efficiently and securely. We are a team of dedicated technologists who are passionate about technology and committed to continuous learning.



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