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IT Support Specialist
2 months ago
Global CTI Group is a prominent IT Managed Service Provider and Unified Telecommunications firm with over three decades of experience in the industry.
We are dedicated to empowering our employees and clients to achieve their highest potential.
At Global CTI Group, we have established processes and controls that allow us to deliver unparalleled mission-critical communication solutions to our clientele.
We design, implement, and maintain effective technology and communication systems tailored for medium to large enterprises, grounded in our core values of Pride, a Willingness to Take Initiative, and Simplicity.
Position Overview:
We are seeking an IT Support Specialist, Tier III, who will operate under the direct guidance of the Customer Success Manager.
Key Responsibilities:
- Manage remote support cases utilizing ConnectWise Automate and Control to address escalations and assist with help desk tasks.
- Conduct onsite support activities at client locations when remote solutions are not feasible.
- Serve as the Senior Support Case Escalation Engineer for advanced and complex support issues beyond the capabilities of Tier 1 and 2 Technicians.
- Exhibit strong customer service skills and effective communication abilities.
- Provide mentorship and training to Tier 1 and 2 technicians when support cases escalate to Tier 3.
- Occasionally participate in large project opportunities, including new installations.
The ideal candidate should possess the following technical expertise and experience:
- 8+ years of experience in managing, designing, and implementing Windows Active Directory networks in both physical and virtual environments.
- 5+ years of experience with the design and implementation of VMWare and Hyper-V infrastructures.
- 5+ years of experience with enterprise switching solutions such as HP/Aruba, Cisco, Juniper, or similar.
- 5+ years of experience with enterprise firewall solutions including Fortigate, SonicWall, Cisco, or comparable.
- 5+ years of experience with enterprise wireless solutions like Ruckus, Aruba, Cisco, or others.
While certifications such as MCSE, MCTS, MVP, CCNA, CCNP, A+, Network+, or other industry credentials are not mandatory, candidates should demonstrate a skill set that reflects the knowledge and experience these certifications entail.
Experience with Mac and Linux systems is highly advantageous.
Previous experience in a Managed Service Provider environment is preferred but not essential.
