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.