Job Description
Description
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We are seeking an experienced and motivated Tier 2 IT Support Specialist to join our remote IT support team. In this role, you will serve as an escalation point for complex technical issues unresolved by Tier 1 support during the weekdays. Weekend shift role is typically first line response to client incidents, service requests as well as responding to monitoring event alarms. You’ll provide remote assistance to end users across multiple environments, supporting hardware, software, network, and access management issues. This position requires excellent problem-solving skills, strong communication, and a customer-first mindset.
Phone Support:
• First point of contact for all inbound calls in the Support Call phone queue, outside of working hours. Screen all calls, assign priority, address issues and requests, or route as required.
• Conduct outbound calls to customers, clients, vendors, etc. as required.
• Special handling of calls as required (Sales).
• Must be mature, self-actualized, patient with end-users, and able to deal with varying levels of client disaffection.
• 5+ years of experience in a Windows systems administrator role. MS900/AZ900 certifications are a plus.
• 3+ years of supporting private/public cloud environments: VMWare Horizon, Citrix, TS/RDS, or other VDI solutions. VCTA/VCP are a plus.
• 3+ years working with networking, including TCP/IP, DHCP, DNS, SMTP, and distributed networks. CCNA is a plus.
• Solid experience using Veeam, Office 365, GPOs, VOIP, MDM, Cisco, Sophos, and SonicWall firewalls.
• Intermediate knowledge of VMware and Hyper-V environments.
• Strong knowledge of Windows Server.
• Strong knowledge of Windows AD, DHCP, and DNS.
• Database experience, including knowledge of SQL.
• Excellent communication and organizational skills, and the ability to stay focused on completing tasks and meeting goals within a busy workplace.
• Interest in Cloud Engineering and its impact on greater business practices.
• Skilled at working in tandem with a team of engineers, or alone as required.
Education:
• Preferred: Associate’s degree in information technology or a related field.
• Mandatory: High School diploma or equivalent.
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