Support Specialist • Managed Services - (x)OC

The role

The Managed Service Support Specialist provides Tier 2 Level IT Support for Microsoft core business applications and operating systems. Technicians handle client support requests, troubleshoot technical issues, and maintain client system documentation.

What you will do

• Provide Tier 2 Level IT Support for Microsoft core business applications and operating systems
• Troubleshoot and resolve incoming technical issues via phone or ticket system
• Advise clients on pertinent concerns discovered during service
• Build and foster client relationships
• Record time spent on all tasks in the designated platform
• Develop and maintain an inventory of peripheral equipment
• Apply diagnostic utilities to aid in troubleshooting
• Create and maintain documentation of client systems and environments
• Perform hands-on fixes including installing and upgrading software and hardware
• Communicate with vendors to request service and resolve open tickets

Required qualifications

• Degree in the field of computer science and/or equivalent work experience
• Practical knowledge in installing and configuring operating systems, networked and local printers
• Minimum of 2 years of industry experience supporting Microsoft based environments
• Windows Desktop OS's
• Windows Server platforms
• Active Directory
• Group Policy
• Strong technical knowledge and understanding of SMB networks, infrastructure, and equipment
• Ability to concisely document processes, issues, and resolutions
• Strong writing skills
• Ability to multi-task, prioritize tasks and respond with sense of urgency
• Strong problem solving and critical thinking abilities

Nice to have

• Exchange platforms
• VLAN
• VPN
• HP and Meraki Network Configurations
• Routing
• Wireless
• FortiGate firewall solutions
• SDWAN
• Experience working with time tracking/ticketing software

Benefits

• Continuous training
• Competitive benefits

About the company

New Era Technology is a global team of over 3,000 professionals. Their mission is to securely connect people, places, and information with end-to-end technology solutions at scale.