Position Summary:

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.

Job Details:

• Work from Home
• Schedule: Monday to Friday 8 PM to 5 AM

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