Technical Support Specialist II

SGS Consulting

Texas

Job Responsibilities:

Answer inbound and make outbound technical support calls (30–40 calls/day)
Self assign and take full ownership of support tickets
Diagnose and resolve hardware/software/network issues
Document product issues, workarounds, and fixes
Communicate outage notifications and ticket status updates to customers
Follow internal escalation procedures
Interface with Tier II support as needed
Help maintain the online Knowledge Base
Provide technical assistance to Regional Sales Managers
Participate in after hours support rotation
Act as a Customer Advocate

Skills:

2–3+ years of IT helpdesk and/or application support experience
Extensive troubleshooting experience across: Hardware Software Networking
Hardware
Software
Networking
RAID technologies & virtual disk experience
SQL Server queries/updates
Windows Server (2016/2012/2008) + Windows 7/8/10
Linux CLI experience (Ubuntu/CentOS preferred)
Azure Cloud familiarity
Active Directory, DNS
Routers, switches, VLANs, VPN, DHCP, TCP/IP
WiFi technologies
Virtualization (Hyper V, VMware)
Internet protocols & certificates ( SSL/TLS, etc.)
PowerShell scripting
Ability to write Knowledge Base articles & FAQs

Education/Experience:

High school diploma minimum; IT related degree preferred. Preferred Certifications:
CompTIA A+
MCP
MCSE
CNA
CCNA
Linux certifications

Apply

Vacancy posted a month ago

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