Senior Technical Support Specialist (Tier II)

ROLE SUMMARY

The Senior Technical Support Specialist (Tier II) is a critical part of our service team. This role will be part of the team that fills the role of “IT Hero” and swoops in to assist our Tier 1 team when more knowledge and experience are required to resolve an issue or fulfill a service request. This role requires strong communication skills in both written and verbal form, and strict adherence to established policy and best practices, but also requires a strong degree of critical thinking and problem-solving that cannot be scripted.

SCHEDULE: 8 AM - 5 PM Pacific Standard Time, follows Philippine Holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

• Perform network administration responsibilities:

o Analyze and resolve complex LAN/WAN network or system infrastructure issues involving multiple products, vendors, networks, or systems

o Be knowledgeable of current and future threat landscapes, and knowledge of security best practices

o Provide technical guidance to other technical team members

o Assist in network architecture design, feasibility, and cost studies

• Handle the following system administration responsibilities: 

o Maintain and supports the integrity of the operating system environment and various computer systems

o Administer, install, and troubleshoot a variety of operating systems

o Perform systems maintenance tasks, such as system backup, recovery, and file maintenance

o Schedule installation and test system software upgrades

o Configure software and resolve a technical problem

o Monitor and maintain software licensing and maintenance agreements

o Install, maintain, and evaluate network systems and communications

o Troubleshoot the network issues with diverse scopes

o Install and support a variety of client-specific software packages

o Use remote support tools and ticketing systems to support clients using Microsoft environments

• Escalate service issues as needed to advanced technicians

• Perform documentation of all work in a ticketing system and expand company procedures to maintain a knowledge base

• Perform individual contributor duties, including monitoring the ticket queue for new tickets and self-assigning tickets based on current capacity and capabilities

• Communicate with customers via phone, chat, and email daily; communication skills and professionalism are critical to this role, and ensuring that our clients are satisfied with our services is key to success

QUALIFICATIONS

• A Bachelor’s degree in the related field

• 3+ years of experience with Cisco or Meraki technology, such as: Catalyst switches, ASA and firepower firewalls, IPSec VPN (ike v1 and v2), IOS routers, wireless access points

• Experience with Microsoft Windows Server and Active Directory

• Experience with VMware vSphere infrastructure, including ESXI and vCenter

• Possess skills equivalent to Cisco CCNA or CCNP in either routing and switching or security Certification not required

• 5+ years of intermediate to advanced network configuration and support

• 5+ years of intermediate to advanced server and virtual infrastructure configuration and support

• Knowledgeable in Windows desktops and end-user support, including Microsoft platforms such as AD, Azure AD, and M365/Exchange as the technology related to the role

• Intermediate knowledge of Windows servers 2008 - 2019

• 1-2 years’ experience with VMWare infrastructure (vCenter/ESXi)

• Experience with VMWare Horizon or other virtual desktop environments is also a plus

• Ability to handle logistics and coordination of Tier 2 ticket handling and service activities

• Strong proactive communication skills in both written and verbal form

• Must be a self-starter and eager to make a positive impact on the team, for the company, and for our customers

• Experience in a multi-client environment

• Analytical skills with particular attention to detail

• Experience using ConnectWise Automate and ConnectWise Manage platforms is a HUGE plus

• Aptitude in data management, analytics, reporting preparation