Technical Support Specialist

Technical Support Specialist

Winxnet is a vibrant, growing and fast paced IT consulting firm. We are seeking a candidate to join our support team. If you have technical experience, a positive can-do attitude, and are customer-focused, this may be the right position for you.

The Technical Support Specialist position at Winxnet is part of the Tier 2 Team.


Staff members on the Tier 2 Team provide regular support and maintenance to a variety of customers. They also work directly with the Tier 3 staff in support of project implementations.
Responsibilities:

• Work with dispatch for escalation on emergencies and tickets form Tier 1 or escalations to Tier 3 level support as needed
• Work on escalations from Tier 1 (Help Desk)
• Provide regular maintenance and support for assigned clients
• Provide phone, on-site, and remote support as needed
• Monitor status of all open tickets
• Notify responsible manager / account manager of high priority problems, critical status changes, client complaints, call aging and training
• Enter revised status information into the incident management system
• Diagnosis skills of technical issues
• Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Update ticket with client response and time entry
• Complete all assigned operational and procedural tasks
• Assist with general administrative tasks as needed
• Occasionally, based upon client need and staff availability, all staff will be expected to work after hours and weekends for pager duty and scheduled projects
• Have a positive attitude, be self-motivated, reliable and customer-focused
• Have excellent written and oral communication and interpersonal skills
• Ability to multi-task and adapt to changes quickly
• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, Terminal Services, and Citrix
• Windows XP, Window 7
• Workstation and Laptop Hardware Support
• Backup Software - configuration experience with more than one Backup Exec, DPM, Windows NT Backup, etc.
• Anti-Virus - configuration experience with more than one A/V - Sophos, MacAfee, Trend, Norton, etc.
• Working knowledge of Active Directory
• Experience with Exchange and or virtualization is a plus

Desired Skills and Experience
General:
Technical Experience:

Winxnet, Inc. is an Equal Opportunity/Affirmative Action Employer.