Overview: The IT Support Specialist will work with a team of managed services specialists, administrators, and engineers to deliver excellent support and management of our customers’ environments. They will field issues and requests escalated directly by customer IT personnel, end-users, and monitoring tools. This role will have broad exposure across a range of end-user devices, networks, servers, virtualization, and security platforms. The support specialist will be expected to work issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly and provide exceptional customer service.

Department: Managed Services

Schedule

9am - 5pm EST
Monday to Friday
Fully remote

Experience

2 years (minimum) in a technical support role
Experience providing customer support
Experience in 24x7x365 Managed Services preferred
Experience using ITSM and Monitoring toolsets

Qualifications Education and Training

High school diploma required; college degree strongly preferred
Must be a U.S. Citizen *NO VISAS*
Microsoft Teams: 2 years (Required)
Microsoft 365: 2 years (Required)
Windows: 2 years (Required)
Google IT Support Professional (Preferred)
CompTIA A+, Network+, Security+ (Preferred)
Microsoft MTA (Preferred)
ITIL v4 Foundation (Preferred)
Mac OS: 2 years (Preferred)

Skills

Highly analytical thinker and troubleshooter
Detail oriented with excellent documentation and communication skills
Self-motivated, passionate about technology, with the desire to learn new things
Ability to use and troubleshoot Microsoft Windows, Office, Office365, and macOS
Foundational understanding of operating systems and servers, both physical and virtual.
Experience working with active directory to perform basic tasks, such as user creation and password resets

Responsibilities

Triage tickets per specified severity levels
Refer/ escalate customer issues to the appropriate level of support, as needed
Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations
Perform basic troubleshooting steps such as checking logs, checking capacity, and running basic diagnostics across a variety of platforms including Linux/Windows servers, network devices, hypervisors, and storage systems
Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required
Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
Perform account management services – User Account creates/disables/terminations/name changes, etc.
Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs
Distribute scheduled reports to customers as required
Supporting end-users by diagnosing and resolving computer hardware, network, and application issues
Assist with cross-training of other team members, as needed
Perform other tasks as assigned by management

Benefits

401(k)
Dental insurance
Health insurance
Health savings account
Paid time off
Vision insurance

Vinebrook Technology

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