The Technical On-Site Support Specialist - will provide technical support to end users in a desktop, server, and infrastructure environment. Strong analytical, planning, organizing and problem-solving skills are needed to be successful in this position. The ability to support the installation and maintenance of client PC/Server hardware and software with the ability to perform network deployments is required. You will support the customer by acting as the liaison between the customer and our internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.
Responsibilities
• Provide support to clients both deskside and remotely
• Correct faults and provide resolution of complex problem tickets
• Perform PC and network troubleshooting and upgrades
• Network support and troubleshooting
• Perform network analysis and capacity planning
• Assist in the creation of processes and procedures for client network operations
• Contribute to the administration of network backup and disaster recovery
• Contribute to the planning and implementation of multiple projects
• Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and obstacles for our key initiatives
• Build and maintain relationships with all department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals
• Plan, monitor, and analyze key metrics for the day-to-day performance of the operations to ensure efficient and timely completion of tasks
• Devise strategies to ensure growth of programs enterprise-wide, identifying and implementing process improvements that will maximize output and minimize costs
• Uphold organization policies and standards, ensuring legislative regulations are followed
• Work closely with human resources to lead team with integrity and establish and maintain a trusting, inclusive, and productive environment
• Scheduling calls with prospects if they need to debug or troubleshoot a technical problem.
• Occasionally working off-schedule or weekend hours in the event of critical situations.
• Advising new users on appropriate implementation of technical products.
• Developing new strategies and building internal processes that help make your support team's work easier.
• Creating documentation and materials to help educate both your customers and fellow team members on technical aspects of the product.
• Helping vet and implement new tools to assist the tier 1 team in easier, more robust troubleshooting.
• Remote and on-site troubleshooting solutions for computer or operating system issues that affect customers’ ability to use the product.
• Working closely with product and engineering teams to prioritize customer solutions.
• Training team members on how to resolve technical issues.
• Act as lead project manager as project arise.
Qualifications
· Excellent verbal and written skills
· Knowledge of Windows operating systems up to Windows 10
· Knowledge of Windows Server is required
· Experience with Microsoft Office365 administration is required
· Understanding of network switches, routers, and firewalls is required
· Experience with VMWare is a plus.
· Experience with Azure virtual administration is a plus.
· Troubleshooting, project management, initiative and professionalism are of utmost importance.
· Bachelor’s degree preferred or equivalent work experience/certifications (A+, Network+, CCNA, CCSP, MCP, MCSE, and MCSA)
Company Benefits
- Healthcare plan
- Vision Plan
- Dental Plan
- Life Insurance/Disability Insurance
- Paid Time Off
- Empowering Work Environment
- 401K
