Level 2 IT Support Specialist
2 weeks ago
Alcala Consulting, Inc. is a rapidly growing Managed IT Services provider seeking a skilled Level 2 Tech to join our team. As a key member of our technical support team, you will be responsible for providing exceptional customer service and resolving technical issues for our clients.
Key Responsibilities- Resolve client support issues from initial ticket logging through to total resolution
- Utilize provided tools and documentation to resolve technical issues
- Respond to client support requests and field inquiries in a timely and effective manner
- Effectively use escalation procedures as necessary
- Be an advocate for providing satisfaction to clients by maintaining a proactive approach to managing and maintaining reliable infrastructure
- Manage day-to-day administration of server operating systems, file structures, and directory services
- Manage software distribution and updates
- Monitor servers and logs for firewall and intrusion-detection systems
- Perform configuration, installation, and monitoring duties
- Configure, troubleshoot, and remediate system and file backups
- Maintain systems through installation of updates, service packs, and hot fixes
- Perform high-level diagnostics and Tier 2 support
- Create and/or update internal Knowledge Base documents as needed
- Create and provide reports for management as needed
At least four years of overall work experience in Client/Server system administration
U.S. Citizenship
Excellent references
Ability to lift 60 lbs
Valid Class C California driver's license
A reliable car with insurance
Ability to pass an in-depth background screening
Ability to pass a driver's license background screening
Preferred QualificationsExperience working for a Managed Services Provider (MSP)
Experience in Client/Server network configuration
Critical Thinking and Problem-solving skills
Working knowledge of networking concepts
Demonstrative experience with Active Directory, DNS, DHCP
Exemplary customer service skills and impeccable phone etiquette
Ability to work effectively individually and in a team environment
BenefitsPaid Medical, Dental, Vision, and Life Insurance
Paid Holidays
Paid Time Off
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