This position provides the highest 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 complex network, desktop, and server problems. Additionally, this role will be responsible for architecting and instituting infrastructure, cloud, and hybrid solutions.
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 networks
Develops and maintains all systems, applications, security, and network configurations
Troubleshoots network performance
Recommends upgrades, patches, and new applications and equipment
Provide pre-sales engineering support to support sale functions
Architect and Implement infrastructure both on-premise as well as cloud-based solutions
Create and update support documentation in accordance with standards to improve future troubleshooting efforts
Requirements
10+ years of recent computer, server, and network troubleshooting experience
One or more of the following certifications: MCSE, CCNP or similar industry certifications
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
Uphold company core values and standard with all customers
