Senior IT Support Specialist

As a Senior IT Support Specialist (Tier 3 Support Engineer), you'll provide technical support to clients who require assistance with high-level business technology issues related to PCs, servers and cloud infrastructure. We are committed to providing exceptional client service, and we want you to represent our company with a positive attitude and helpful spirit. You'll communicate with clients via phone, email, and ticketing system, and you'll need excellent English communication skills to prioritize, document, and resolve their technical issues efficiently.

Requirements:

Excellent attitude, phone etiquette, written and verbal communication, and people skills
Ability to prioritize and manage multiple tasks accurately while tracking time
Enthusiasm for IT and technology, self-motivated, with initiative and a "can do" attitude
Proven technical problem-solving and troubleshooting skills
Willingness to work outside of normal office hours when required
Available to work in Pacific Time between 7AM to 4PM or 8AM to 5PM
Rotating on-call schedule
Attention to detail

Technical Skills and Experience:

Minimum 5 years of IT Support experience with advanced knowledge of operating systems (Microsoft Windows 11, 10, 8, macOS, iOS, and Android), Office 2013 / 2016 / 2019 / O365
Advanced understanding of Windows Server operating systems (Microsoft Server 2012 through 2022)
Working experience in a Remote Desktop / Terminal Server environment
Working experience with Microsoft Exchange Server 2013 through 2016, Office365, and Google Apps, including mailbox management
Working experience with VoIP systems (3CX and similar)
Advanced knowledge of computer hardware, peripherals, basic networking concepts, and Microsoft Office applications
Basic understanding of domain-based networks, such as file and print shares, mail, and application servers
Basic knowledge of mobile devices and tablets and mobile device management
Active Directory management as it relates to GPOs, Security and Distribution groups, permissions, and user account creation and modification.
Hands-on working experience with routers, firewalls, switches, VPN devices, and wireless and other networking technologies, including TCP/IP, DNS & DHCP
Experience with Enterprise Content Management systems, such as Laserfiche (Desirable)
Basic management experience with VMware, vCenter, and ESXi infrastructure (Desirable)
Basic management experience in cloud computing services, including AWS and Azure (Desirable)
Awareness of industry best practices related to security, including MFA (Desirable)

Experience:

Advanced Outlook support: 5 years (Required)
Office 365 management: 5 years (Required)
VoIP support and management: 3 years (Preferred)
Advanced AD management: 5 years (Preferred)
Support HP printers and MFPs: 5 years (Preferred)
System Administration: 5 years (Preferred)
VPN / networking / TCP/IP: 5 years (Required)

Schedule:

Available to work in Pacific Time between 7AM to 4PM or 8AM to 5PM
8-hour shift, Monday to Friday,
Weekly afterhours on-call rotation

Work Location: Remote