Functional overview
We are interested in hiring a Support Specialist to work as a member of our Service Delivery Team. This person will be responsible for handling second level support of service requests in a professional and timely manner. This relates to all technology - including workstations, printers, networks, and vendor specific hardware and software.
Duties and responsibilities
- Diagnose and understand high level break/fix issues affecting the following technologies:
- Citrix Virtual Apps and Virtual Desktops including hosted infrastructure
- Windows Server 2012/2016/2019
- Sonicwall Security Appliances
- Cisco ASA/Meraki devices
- Networking Infrastructure
- On premise ESXi infrastructure
- Ubiquiti Unifi WAPs
- Microsoft 365
- Mimecast Email Security
- macOS and Mac related professional software
- Manage and triage tickets daily based on SLA response and resolution matrix including client urgency and time.
- Accurately and efficiently document client issues, support tasks, research and time allocated to client support.
- Communicate over the phone and email in a professional matter with customers regarding their current break/fix issues
- Coordinate and implement system solutions for customers using technologies that meet their needs and industry standards
- Be a mentor and a strong escalation point of contact for Level 1 Support Analysts
Minimum qualifications
- Significant operational knowledge of multiple operating systems and services not limited to Windows 10 and Windows Server versions
- Knowledge of support and administration of Microsoft 365 and Exchange Online including creation of new accounts, adding/modifying transport rules, setting retention policies and more
- Significant knowledge of how email flows from one organization to another.
- Active Directory proficiency and understanding of file permission troubleshooting and best practice required
- Familiarity with Group Policies and the roles they play in an organization
- Know Azure Active Directory including SAML authentication for third party applications
- Understanding of core networking technology and protocols including but not limited to TCP/IP, vLAN, DHCP, VPN and TLS/SSL
- Ability to create and modify ACL/NAT rules to allow inbound/outbound traffic to/from LAN on firewalls and other networking devices
- Understanding of Citrix Virtual Desktops and Apps and underlying infrastructure including Citrix Netscalers, Citrix Storefront, Citrix Studio, Citrix Director and SQL Server
- Hyper-V and VMware management and troubleshooting including expanding Datastores, VM resources, restoring VM Snapshots, understanding vMotion and troubleshoot underlying physical host infrastructure
- Registrar administration, including but not limited to SPF Records, DKIM, and domain SSL
- Familiar with Powershell and using cmdlets to administer Microsoft 365 tasks, Active Directory reporting along with advance troubleshooting techniques to address break/fix issues.
- Awareness of cyber-security best practices and remediation activities
- Prior ITSM ticketing, and MSP experience required. (ConnectWise experience not required but a plus)
- ITIL/ITSM- Incident management, Change Management, Problem Management, Root Cause Analysis
- ITIL certification and understanding - a plus
- Strong ability to diagnosis and resolve single end-user issues as well as systems/environment level
- Technical awareness: Ability to match resources to technical issues appropriately
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Interpersonal skills such as telephony skills, communication skills, active listening, and customer-care
- Ability to multi-task and adapt to changes quickly while being detail oriented
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast-moving environment
- Full-time, non-exempt role
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