Technical Support Specialist II
SGS Consulting
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
Vacancy posted more than 2 months ago
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