work from home - Technical Support Specialist - Level 2

Role And Responsibilities:

• Actively participate in support queue calls, paying careful attention requirements and care of our clients
• Open, track and close incident and request tickets
• Perform daily system health checks, address issues and document results
• Monitor and maintain systems performance and troubleshoot outages within specified SLA
• Escalate critical incidents as necessary while keeping all stakeholders frequently informed
• Contribute to the documentation of processes, systems and configurations
• Support the configuration, installation, and testing of systems
• Use industry standard monitoring and analysis tools as required
• Carry out additional tasks upon request
• Respond to first line customer requests via email, telephone or text
• Identify, reproduce, communicate and document bugs and common requests
• Keep the team aware of trends and major issues

Job Requirements

• Microsoft Windows 10,11, 2012, 2016 Active Directory, DNS, WINS, DHCP
• Strong understanding of cloud technologies - Office 365, Azure & AWS
• Cisco iOS, Palo Alto and networking tools and concepts, TCP/IP fundamentals
• Firm understanding of Windows Server, Microsoft services and backup/recovery technologies
• Understanding of network concepts in the virtualized environment (VMware and Hyper V)
• Strong Ability to troubleshoot large multi-vendor networks
• Effective communicator both verbal and written
• Rises to the challenge when working under pressure
• Ability to break complex issues down into management elements