IT Tier-2 Support Specialist

Job Summary:

NuStartz is looking for a highly skilled IT Tier2 Support Specialist to join our team dedicated to providing advanced technical support and ensuring the stability and performance of our clients IT infrastructure. This role requires readiness for 24x7 support with a focus on escalation management and global remote support. The ideal candidate will possess strong analytical and troubleshooting skills and be able to manage complex issues across different time zones.

Key Responsibilities:

1. Escalation Management:
   

• 24x5 Response Readiness: Maintain constant readiness to respond to escalated issues providing advanced troubleshooting and resolution services as needed including during nonbusiness hours.
  

• Issue Diagnosis: Conduct thorough and indepth analysis of complex technical issues that Tier1 support is unable to resolve applying advanced knowledge and technical expertise.
  

• Resolution Implementation: Develop and implement solutions for escalated issues ensuring minimal disruption to INVIDIs operations and maintaining system integrity.
  

• Incident Documentation: Document all steps taken during the resolution process including diagnosis actions taken and resolution outcomes to ensure knowledge sharing and future reference.
  

2. 24x5 Global Remote Support:
   

• Continuous Monitoring: Utilize remote monitoring tools to oversee INVIDI s IT infrastructure identifying and responding to potential issues in realtime.
  

• Proactive Support: Detect and address potential IT issues before they escalate implementing preventive measures to maintain system stability and performance.
  

• Global Coordination: Work closely with INVIDI s local IT teams across multiple time zones to ensure smooth support handoffs and continuity of service.
  

• Crisis Management: Be available to manage IT crises coordinating with INVIDI stakeholders to provide swift resolution and mitigate the impact on business operations.
  

3. DHCP Management:
   

• Monitor DHCP scope utilization.
  

• Add or remove reservations.
  

• Troubleshoot IP conflicts or lease issues to ensure seamless network connectivity.
  

4. Ubuntu Server Reconfigurations:
   

• Modify server configurations using commandline tools.
  

• Update firewall rules and user permissions.
  

• Install and configure software packages to optimize server performance and security.
  

5. Jira Workflow Management:
   

• Create or modify issue types and statuses within Jira.
  

• Set up automation rules for issue transitions.
  

• Assign permissions and roles within Jira workflows to streamline business processes.
  

6. DNS Modification:
   

• Add or update DNS records (A CNAME MX TXT) to point to new servers.
  

• Troubleshoot domain resolution issues.
  

• Manage domain zones and subdomains to ensure accurate and reliable domain name resolution.
  

7. Distribution List Creation/Management:
   

• Create and update distribution lists for teams or departments.
  

• Update membership based on organizational changes.
  

• Troubleshoot issues related to email delivery within the lists.
  

8. Basic VM Troubleshooting:
   

• Reboot unresponsive Virtual Machines (VMs).
  

• Check and modify VM settings such as memory and CPU allocation.
  

• Troubleshoot network or storage issues affecting VMs.
  

9. OneDrive Administration:
   

• Configure user permissions and access levels.
  

• Resolve synchronization errors between devices.
  

• Manage data retention and recovery options to ensure data security.
  

10. Managing Onboarding/Offboarding:
    

• Onboarding:
  

• Create user accounts in Active Directory email and other platforms.
  

• Set up new hardware with necessary software and configurations.
  

• Provide access to necessary applications network drives and folders.
  

• Offboarding:
  

• Disable or delete user accounts from all systems.
  

• Retrieve companyowned hardware and wipe data to ensure security.
  

• Reassign or archive emails and files as needed.
  

11. Asset Management:
    

• Maintain an inventory of IT assets including laptops desktops servers and software licenses.
  

• Track the location status and ownership of each asset.
  

• Manage asset allocation and return processes to ensure accurate tracking and compliance.
  

12. Laptop Refresh and Lifecycle Management:
    

• Develop and maintain a laptop refresh schedule based on hardware age condition and performance.
  

• Coordinate procurement of new laptops and retirement of outdated ones.
  

• Migrate data and settings from old laptops to new ones to ensure seamless transitions.
  

• Handle warranty claims repairs and maintenance for laptops during their lifecycle.
  

Qualifications:

• Bachelors degree in Information Technology Computer Science or a related field (preferred).
  

• 35 years of experience in IT support with at least 2 years in a Tier2 or similar advanced support role.
  

• Experience with remote monitoring tools and global IT support operations.
  

• Proven ability to diagnose and resolve complex IT issues.
  

• Proficiency with DHCP DNS Ubuntu server management and Jira.
  

• Familiarity with Virtual Machines (VMs) and OneDrive administration.
  

• Experience in onboarding/offboarding processes and asset management.
  

• Strong understanding of escalation management processes and 24x5 support environments.
  

• Excellent documentation skills with a focus on detail and clarity.
  

• Ability to collaborate with global teams and manage support across different time zones.
  

• Strong crisis management and problemsolving skills.
  

• Excellent communication skills both written and verbal.