This position provides the second level of support to end users by handling service requests that have been escalated by lower tiers. Support will be provided onsite, remotely, over the phone, or via email. They will be required to develop solutions for network, desktop, and server problems. They will have the ability to analyze existing systems and make proactive recommendations for improvements. Develops, maintains, and implements all systems, applications, and networking configurations.
Responsibilities
Provides resolution for escalated service tickets
Works with clients to evaluate and solve technical problems
Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes
Configures and supports internal and/or external customer networks
Develops and maintains all systems, applications, security, and network configurations
Troubleshoots network performance in coordination with NOC team
Recommends upgrades, patches, and new applications and equipment
Maintains a log of completed work using an incident-tracking application
Create and update support documentation in accordance with standards to improve future troubleshooting efforts
Provide support for special projects including new customer onboarding, O365 migrations, and Azure migration
Requirements
3+ years recent computer, server, and network troubleshooting experience
Certifications: MCP, MCSA, CCNA, or similar
Must be resourceful and able to take initiative in a dynamic environment
Ability to effectively and efficiently troubleshoot technical problems
Advanced knowledge of current Microsoft desktop and server operating systems
Advanced knowledge of Microsoft SQL, Exchange, SharePoint and other server applications
Advanced knowledge of computer and server hardware
Familiarity with network troubleshooting
Professional customer service skills
Strong written and oral communication skills
Ability and willingness to work in an environment providing 24x7x365 support
Ability and willingness to participate in a standard on-call rotation for afterhours support
Customer-oriented and cool-tempered
Uphold company core values and standard with all customers
