IT NOC Support Specialist – F/T (local and/or remote)
Job Summary:
The IT Support Specialist will be responsible for collaborating with the Managed Services team, as well as supporting all NOC clients. This includes analyzing, diagnosing, trending, monitoring, and resolving basic to intermediate problems or issues relating to workstation, network, server, user management, cloud services administration and administration of various Versatile provided services. The IT Support Specialist will provide support via phone, email, Instant Messaging, and remote desktop services as well as the Autotask ticketing system. The IT Support Specialist will respond within a timely manner within pre-determined SLAs and provide detailed diagnostic and remediation information in the ticket, in addition to having critical thinking skills and ability to work independently in a mixed in-office/remote team environment. Position also includes participating in resolving after-hours/on-call technical issues.
Job Responsibilities (may include but not limited to the following based on experience/need):
- Desktop Support:
- Respond to client support requests;
- Contact clients to find out the nature of the problem;
- Provide detailed diagnostics and remediation steps;
- Resolve issues by connecting via a remote link;
- Troubleshoot hardware and software issues;
- Install and maintain hardware and computer peripherals;
- Install and upgrade operating systems and computer software;
- Troubleshoot networking and connection issues;
- Remediate malware/virus issues;
- Reset end user passwords;
- Image systems;
- Define user profile configuration;
- Maintain a reliable update deployment scheme using Datto RMM;
- Review windows update patching reports and remediate installation issues;
- Limited support of mobile devices.
- Network Support:
- Respond to client support requests;
- Analyze, test, troubleshoot, and evaluate network issues;
- Remediate issues with client VPN connections;
- Update device firmware on firewalls, routers, switches, and other network devices;
- VLAN and VPN configuration;
- Troubleshoot and remediate network performance issues;
- Troubleshoot and remediate DNS, DHCP issues.
- Server Support:
- Respond to client support requests;
- Analyze, test, troubleshoot, and evaluate server issues;
- Utilize strong working knowledge of server operating systems including, but not limited to Microsoft Windows Server 2008 R2 and later and Linux;
- Remediate issues with client VPN connections;
- Update device firmware on firewalls, routers, switches, and other network devices;
- VLAN and VPN configuration;
- Troubleshoot and remediate network performance issues;
- Troubleshoot and remediate DNS, DHCP issues;
- Perform account management in AD, Exchange, and other platforms, including creation, removal, changes, password resets, and bulk operations.
- Review windows update patching reports and remediate installation issues.
- Backup Solution knowledge Veeam, Backup Exec, MSDPM
- Virtualization
- Working knowledge and experience with VMWare and/or Hyper-V to diagnose issues with VM’s and VDIs.
- Cloud Based Administration
- Familiarity with Azure, O365, Goggle Cloud Platform (GCP) and/or AWS;
- Administration of cloud-based Antivirus;
- Administration of cloud-based firewalls/switches
- Support and Troubleshooting
- Deploy software, patches, upgrades via Datto RMM or other software deployment solution;
- Exercise expert MS Office and Mobile Device troubleshooting skills and knowledge to resolve client issues;
- Demonstrate strong communication skills and the ability to manage multiple tasks and/or activities simultaneously;
- Maintain consistent documentation of procedures and backups to allow rolling back to previous state issues should they arise.
Education & Experience:
- Bachelor’s Degree with a technology major;
- Minimum of 5 years recent experience in a customer-facing technical support role;
- Strong written and verbal communication skills;
- Critical thinker. Organized. Focused;
- Must be customer focused and able/willing to provide “white glove” service to our customers;
- Strong problem-solving skills;
- Ability to follow and adhere to defined process;
- Ability to effectively multi-task and work in a fast-paced environment while producing high quality results;
- Passionate about technology with the self-motivation and willingness to master current and emerging technologies and obtain further certifications as necessary;
- Proven Customer Service Skills are a MUST.
Contact Info
Email resume to careers@WeAreVersatile.com.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER
