IT Support Specialist

Department: Managed Services

Location: IronOrbit - Remote

Compensation: $28.00 - $40.00 / hour

Description

The IT Support Specialist puts technical skill, attention to detail, and love for technology to good use in a fast-paced and fun working environment. This afterhours role is typically the first line response to client issues, incidents, and service requests, along with responding to monitoring event alarms is also an important part of the job.

This role will be scheduled Monday through Friday:
23:00 (10:00 PM) - through 07:00 (7:00 am) EST
(or)
20:00 (08:00 pm) - 05:00 (5:00 am) PST.

Candidates in Eastern Time Zone and Central Time Zone strongly preferred

Key Responsibilities

• Telephone Support
  • Along with another Specialist, this role is first point of contact for all inbound calls in the Support Call phone queue, during after hours shifts. Screen all calls, assign priority, address issues and requests, or route as required.
  • Conduct outbound calls to customers, clients, vendors, etc. as required.
  • Special handling of calls as required (Sales).
  • Must be mature, self-actualized, patient with end-users, and able to deal with varying levels of client disaffection.
• Customer Support/CRM
  • Field incoming help requests from clients via phone, email, & ITSM ticketing system in a helpful and courteous manner. Generate/update ITSM tickets for new and existing client issues.
  • Determine priority of support requests based on customer urgency and impact of the reported incident. Build rapport, elicit problem details from clients including nature of problem and error information.
  • Add, update, remove, verify ITSM ticket information as needed, including security pins, questions, updates, new client onboarding/offboarding, etc.
  • Perform ‘scripted’ and documented solutions as outlined in our knowledge base, as qualified and trained. Perform functions like Account/Session lockouts, password resets, connection setup, email/mobile client setup, etc.
  • Record, track, & follow documentation during the incident process, including all supervisor instructions, and successful/unsuccessful solutions applied through the final resolution or escalation.
  • Perform application upgrades and updates scheduled outside of working hours
  • Review/Triage Monitoring event alarms, decide to action or route to appropriate ticket queues (RFQ or Virtual Infrastructure). Understand and apply policies and guidelines for escalations
  • Review/Code all cases coming into the ticket queue during shifts
  • Review and provide first contact to any cases
  • Actively review the KB and participate in cross-training opportunities to advance to the IT Support Specialist position.
  • Act as primary resource in identifying Major Incidents, initiating Major Incident Response process, if needed.
    
    
    

Skills, Knowledge and Expertise

• Minimum Experience: five years experience working in either
  • a large information Technology department as a Help Desk technician or
  • three years working Support Operations for a Managed Services Provider
• recent experience working in a support role within a Managed Services Provider (senior Front Line or Escalated support) highly preferred
• experience must include supporting/deploying: virtual desktop, office networks, local workstations, Windows Server, printer/scanners
• Experience with systems and network monitoring, including understanding and responding to monitoring event alarms
• Minimum (at least 2 of the following):
  • CompTIA - A+, Network+, Server+, Security+
  • Customer Service: Google IT Support Professional or Apple Certified Support Professional
• Preferred: Vendor certifications, including but not limited to
  • Microsoft
  • Cisco
  • VMware