IT Systems Administrator
7 days ago
Advanced Technical Support
As an Advanced Technical Support Engineer at Orion Consortium, you will provide third-level support for Windows desktop issues escalated from Tier 1 and Tier 2 support teams. This role requires advanced troubleshooting skills and the ability to diagnose complex hardware and software problems. You will also perform root cause analysis for recurring issues and implement permanent fixes to ensure the stability, security, and performance of Windows desktop systems.
System Maintenance and Optimization
You will ensure the stability, security, and performance of Windows desktop systems by applying patches, updates, and configuration changes to maintain compliance and security standards. Additionally, you will monitor system performance and proactively address potential issues to prevent downtime and ensure seamless operation.
Incident and Problem Management
You will manage and resolve high-priority incidents and problems within SLAs, documenting resolutions and creating knowledge base articles to improve future support processes. You will also conduct post-incident reviews to identify improvements and areas for growth.
Collaboration and Project Support
You will work with cross-functional IT teams on projects, providing expertise on Windows desktop environments, and assist in the design and implementation of new technologies and solutions. You will also participate in planning and execution of system upgrades and migrations.
User Support and Training
You will provide guidance and training to Tier 1 and Tier 2 support staff, assisting end-users with complex technical issues and providing advanced troubleshooting. You will also maintain accurate and up-to-date documentation of system configurations, procedures, and support issues.
Mandatory Skills
Proficiency with Active Directory, Group Policy, and network configurations is required. You should also have advanced troubleshooting skills and the ability to diagnose complex hardware and software problems. Windows operating systems (Windows 10, Windows 11) and related technologies are also essential.
Desired Skills
Excellent communication and interpersonal skills are required. Experience with endpoint security solutions, scripting and automation (e.g., PowerShell), system imaging, deployment, and management tools (SCCM, MDT), and knowledge of ITIL framework and best practices are also desirable.
Certification
IAT Level II certification is required, and CompTIA Security+ CE is also necessary. A TS/SCI clearance with a Full Scope Polygraph is required for this role.
Education/Experience
A High School diploma or GED with 15 years of experience or a Bachelor's degree with 10 years of experience is required for this role.
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