Technical Support Specialist II

Summary: We are seeking to hire a key employee to provide our clients with superior technical support services. The ideal candidate has direct experience in providing technology support and guidance to small to mid-sized businesses. This includes server, networking, end user, and general infrastructure technology support experience.

Who we are: IThinkSource provides technology support services and guidance for our client's business (MSP). We function as our client’s technology experts and are entrusted to not only insure a stable computing environment but to also provide expert guidance to accommodate the growth of our client’s business.

The open position: This position is a hourly based technical position, where the expectation is to provide professional technical support services and recommendations/guidance for our clients. Depending upon experience, this position can also be elevated as a salaried position where you have responsibility over key clients, management of project work, as well as management of Jr. technicians.

The Support Specialist must possess the technical skills and knowledge to provide technical support services for multiple client technology environments, providing remote and on-site support services. The candidate must also possess a solid foundation/knowledge of technology infrastructure principles and best practices (2 to 6 years). For example, an understanding of the base concepts comprising a proper Cybersecurity plan for a specific client's needs, such that the candidate can comprise a detailed Cybersecurity recommendation for the client.

If you strive to succeed, meet the technical requirements, are willing to work hard, and would like to apply your knowledge/skills to a wide base of businesses/clients, with an excellent potential to grow your technical skills and personal wealth, then this position is for you.

The ideal support specialist will possess the following characteristics:

Minimum requirements/experience:

- Minimum 2 years experience in the business technology support field working with Windows as well as Mac platforms.

- General experience/knowledge of all technology in the workplace, able to provide first level and detailed support/troubleshooting.

- Highly capable client facing skills

- Very organized, able to manage multiple requests

- Posses a professional demeanor, especially when discussing technical topics

- Ability to develop strong client relationships and seek further business opportunities of benefit to the client

- Knowledge/experience in technical troubleshooting and working with clients in situations where system downtime is critical to business operations.

- Networking knowledge/experience (routers, switches – layer 3, Vlans, LAN, WAN, VPN, MPLS, DNS, etc.). Ability to configure and troubleshoot devices and configurations.

- Installation and maintenance of Windows based server environments including: Domain Controllers – Active Directory, File Servers, Application Server, SQL Servers, Exchange, Small Business Servers, Print Servers, etc.

- All aspects of client workstation/laptop support (hardware/software).

- Server based technologies (Group Policy, AD, SMTP, RDP, folder permissions – shares, DFS, etc.).

- Operations and maintenance of backup solutions (autoloaders, Backup Exec, Veeam, etc.).

- Knowledge of Office 365 management, Exchange configurations as well as client side configuration, troubleshooting. Knowledge/experience with email and SharePoint migrations is also desirable.

- Racking, UPS systems, wire managers, patch panels, cabling, proper mounting and rack cleanup.

- Client based platforms (Windows 7, 8.1, 10, MAC OS, etc.).

- Troubleshoot software and hardware issues on all platforms.

- Experience with ticketing management software (ConnectWise).

- Expertise in common applications and working with software vendors to manage all aspects of our client’s mission critical applications (accounting, ERP, EMR, CRM, etc.). Experience in migrations, upgrades, updates of common business applications is desirable.

- Web based technologies, cloud storage, and cloud hosting solutions.

- Ability to effectively support our clients, manage expectations, and insure superior client relations is a key skillset.

Job Type: Full-time

Pay: $25.00 - $35.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Supplemental pay types:

• Bonus pay

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Required)
• technical: 2 years (Required)

Language:

• English (Required)

Work Location: One location

Salary : $25 - $35