IT Support Specialist II

IT Support Specialist II

Job Description

As an IT Support Specialist II, you will play a critical role in maintaining the functionality and efficiency of technology systems to ensure uninterrupted business operations. This fulltime position is with a leading IT solutions company in Brentwood, Tennessee. The primary focus of the IT Support Specialist II is to respond promptly to support requests, serve as the initial point of contact for all IT-related tickets, and deliver high-quality end-user support. You will work closely with clients to resolve technical issues, manage system setups, and maintain robust IT environments while contributing to a collaborative and professional workplace.

Responsibilities

• Provide courteous, timely, and effective resolution of end-user issues by supporting incoming requests via telephone, web portal, and email.
• Handle provisioning and system setup for new hires to ensure seamless onboarding experiences.
• Prioritize incidents and service requests according to established processes to meet defined Service Level Agreements (SLAs).
• Utilize remote tools and diagnostic utilities for troubleshooting and resolving support requests efficiently.
• Perform VPN infrastructure design and administration, including point-to-point (PTP), client-based, encrypted, and IPsec configurations.
• Monitor and manage Microsoft Windows 7, 8, and 10 operating systems as well as Microsoft Windows Server 2003, 2008, and 2012 environments.
• Support and administer Microsoft Exchange Server, including versions 2003, 2007, and 2010.
• Work with WANs, LANs, TCP/IP, firewalls, routers, and switches to ensure network reliability and security.
• Conduct server administration tasks such as managing Active Directory, File & Print services, DNS, and DHCP.
• Install and maintain antivirus software, ensuring virus definitions remain current and systems are protected.
• Optimize and maintain network software and hardware, contributing to a secure and efficient IT infrastructure.
• Build and deploy file servers and implement cloud computing solutions as needed.
• Configure and deploy VOIP solutions to improve communication capabilities.
• Monitor alert systems and follow established guidelines to take appropriate actions.
• Use event logs and various system messages to identify and resolve issues proactively.
• Receive and address escalated service requests requiring advanced technical expertise.

Qualifications & Requirements

• Minimum of four years of hands-on experience with configuring, troubleshooting, and repairing networking equipment, Windows servers and workstations, Exchange Server, and Active Directory.
• Two to three years of experience in a client-facing environment, such as sales engineering.
• Familiarity with Kaseya RMM and Autotask PSA is considered a plus.
• Excellent verbal and written communication skills; able to interact comfortably with clients at a business level to understand their technology needs.
• Strong organizational and time-management abilities with a proactive approach to problem-solving.
• Experience writing proposals and implementing technical solutions tailored to business requirements.
• Demonstrated reliability, professionalism, and ability to work as part of a team.
• Solid understanding of technology and business productivity systems.
• Experience with remote monitoring and management (RMM) tools is advantageous.
• Exceptional customer service skills, multitasking capabilities, and the ability to manage multiple priorities effectively.
• Sales training experience is considered a plus.
• Previous experience in a Managed Service Provider (MSP) environment is highly valued.

Preferred Certifications (Not Required)

• CompTIA Network+ (Net+) and/or CompTIA Security+.
• MCSA (Microsoft Certified Solutions Associate), MCSE (Microsoft Certified Solutions Expert), or MCITP (Microsoft Certified IT Professional).
• Cisco certifications such as CCNA or CCIE are a real asset.

This fulltime IT Support Specialist II position in Brentwood, Tennessee, offers exposure to challenging work, career advancement opportunities, a supportive work environment, and ongoing professional training. Brentwood is recognized for its thriving business community and commitment to technological innovation, making it an excellent location for IT professionals to grow their careers.