Support Specialist – Managed Services
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Job Description
Tier 2 IT support specialist resolving Microsoft environment issues for New Era Technology. Maintaining client systems, documentation, equipment inventories, and vendor support workflows.
Responsibilities:
- Provide Tier 2 IT support for technical issues involving Microsoft core business applications and operating systems
- Troubleshoot and resolve incoming technical issues via phone or ticket system
- Research internal and external resources to identify the best solutions
- Advise clients about concerns discovered while serving them
- Build and foster client relationships
- Record time spent on tasks, troubleshooting, research, and remediation for accurate Managed Services contract labor reporting
- Maintain inventory of monitors, keyboards, hard drives, printers, scanners, and other peripheral equipment
- Apply diagnostic utilities for troubleshooting
- Create and maintain current documentation of client systems and environments
- Perform desktop-level fixes, including software installation and upgrades, hardware installation, file backups, and system/application configuration
- Evaluate documented resolutions and analyze trends to prevent future problems
- Procure computer supplies as requested by IT management
- Communicate with vendors to request service, provide updates, and resolve open tickets
- Follow established methods for responding to and documenting support requests
Requirements:
- Degree in the field of computer science and/or equivalent work experience
- Minimum of 2 years of industry experience specifically supporting Microsoft-based environments
- Practical knowledge installing and configuring operating systems, networked and local printers
- Required knowledge of Windows Desktop OSs, Windows Server platforms, Active Directory, and Group Policy
- Strong technical knowledge of SMB networks, infrastructure, and equipment
- Ability to concisely document processes, issues, and resolutions; strong writing skills
- Ability to multitask, prioritize tasks, and respond with a sense of urgency
- Strong problem-solving and critical-thinking abilities
- Ability to work independently and effectively within a team structure
- Strong organizational skills and attention to detail
- Knowledge of standard help desk service call methods and procedures
- Experience with time-tracking/ticketing software desired
- Preferred knowledge of Exchange platforms, VLAN, VPN, HP and Meraki network configurations, routing, wireless, FortiGate firewall solutions, and SDWAN
Benefits:
- Competitive benefits
- Continuous training
- Personal and professional development opportunities
- Access to industry-certified experts
- Team-oriented, collaborative and inclusive workplace culture
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