As an IT Support Specialist II, you will actively assist with core client servers, on-premises infrastructure, cloud infrastructure, systems,, and services, including maintaining existing and implementing new networks.
The successful candidate will design, plan, coordinate, support, configure, implement, and document our customer LAN and WAN networks to meet business requirements. Make decisions that are critical in the areas of capacity planning analysis, problem-solving, and infrastructure planning. Make recommendations regarding infrastructure design and standards. Anticipate user requirements and identify and resolve complex problems with minimal supervision.
Expect to diagnose, troubleshoot, and resolve problems within defined SLAs, collaborating with partners and vendors for seamless data center support services. Your success in meeting business objectives will be validated through reviews upon task completion.
Primary Responsibilities Include:
Provide comprehensive white glove technical and customer support services to customers.
Assess reported incidents and take the initiative and ownership to resolve them.
Keep all tickets current, escalate as needed, and assist other team members.
Educate customers on best practices and self-service capabilities to reduce future duplicate tickets.
Perform move, adds, and change-related tasks.
Perform scheduled maintenance on managed devices and maintain systems.
Recommend and create automation scripts to complete repetitive tasks.
Create, review, and maintain customer documentation.
Create customer-facing tutorials and walkthroughs, including but not limited to written, video, and screen recordings.
Provide feedback to the service manager on improving the client experience or solving repeat issues.
Job Requirements
Required Technical Skills
Expertise in Microsoft Windows Desktop Operating Systems architecture, deployment, administration, and support
Experience in Microsoft Windows Server Operating Systems architecture, deployment, administration, and support
Expertise in network architecture and support – Sophos, Extreme Networks, Ubiquiti architecture, deployment, administration, and support
Experience in virtualization architecture, deployment, administration, and support
Expertise in Active Directory architecture, deployment, administration, and support
Expertise in VPN architecture, administration, deployment, and support
Expertise in Microsoft 365 architecture, administration, deployment, and support
Experience in Google Workspace architecture, administration, deployment, and support
Experience in public cloud (Azure and AWS) architecture, administration, deployment, and support
Experience with Mac and Linux Operating Systems is a plus.
Education and Experience
3-5 years of desktop support experience
1-2 years of server support experience
Use of a Help Desk ticketing system
Experience in a managed services provider environment is a plus.
Experience with Sophos Central, ConnectWise Manage (PSA), NinjaRMM, Citrix, and IT Glue is a plus.
Understanding of security principles and best practices
Experience working in HIPAA, NIST, or PCI-compliant environments is a plus.
Two or 4-year college degree and or 3-5 years of related experience
Certifications from Microsoft, CompTIA, ITIL, or (ISC)² preferred.
Other
Ability to pass a background check.
You must be a U.S. Citizen to be considered.
Ability to lift 30 to 50 lbs.
Flexible work from home options available.