Vinebrook Technology
Managed Services - IT Support Specialist
Vinebrook Technology, Cleveland, Ohio, us, 44101
Department:
Managed ServicesJob Description:
IT Support SpecialistOverview:
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.Responsibilities:Operations:Triage tickets per specified severity levelsRefer/ escalate customer issues to the appropriate level of support, as neededProvide excellent customer service, staying calm and communicating clearly and professionally in stressful situationsPerform 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 systemsRespond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where requiredFulfill 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 SLAsDistribute scheduled reports to customers as requiredSupporting end-users by diagnosing and resolving computer hardware, network, and application issuesAssist with cross-training of other team members, as neededPerform other tasks as assigned by managementNote: There may some on-site activity, but this should be very rare.Qualifications Education and TrainingHigh school diploma required; college degree strongly preferredRelevant entry-level certifications preferred:Google IT Support ProfessionalCompTIA A+, Network+, Security+Microsoft MTAITIL v4 FoundationExperience0-3 years in a technical support roleExperience providing customer supportExperience in 24x7x365 Managed Services preferredExperience using ITSM and Monitoring toolsetsSkillsHighly analytical thinker and troubleshooterDetail oriented with excellent documentation and communication skillsSelf-motivated, passionate about technology, with the desire to learn new thingsAbility to use and troubleshoot Microsoft Windows, Office, Office365, and macOSFoundational 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 resetsBenefits:401(k)Dental insuranceHealth insuranceHealth savings accountPaid time offVision insuranceSchedule:Day shiftMonday to FridayEducation:Associate (Preferred)Experience:Windows: 2 years (Required)Mac OS: 2 years (Preferred)Microsoft Teams: 2 years (Required)Microsoft 365: 2 years (Required)Location:Cleveland, OH 44125 (Required)Work Location: 95% Remote [with flexibility to come on-site for emergency situations].
Managed ServicesJob Description:
IT Support SpecialistOverview:
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.Responsibilities:Operations:Triage tickets per specified severity levelsRefer/ escalate customer issues to the appropriate level of support, as neededProvide excellent customer service, staying calm and communicating clearly and professionally in stressful situationsPerform 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 systemsRespond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where requiredFulfill 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 SLAsDistribute scheduled reports to customers as requiredSupporting end-users by diagnosing and resolving computer hardware, network, and application issuesAssist with cross-training of other team members, as neededPerform other tasks as assigned by managementNote: There may some on-site activity, but this should be very rare.Qualifications Education and TrainingHigh school diploma required; college degree strongly preferredRelevant entry-level certifications preferred:Google IT Support ProfessionalCompTIA A+, Network+, Security+Microsoft MTAITIL v4 FoundationExperience0-3 years in a technical support roleExperience providing customer supportExperience in 24x7x365 Managed Services preferredExperience using ITSM and Monitoring toolsetsSkillsHighly analytical thinker and troubleshooterDetail oriented with excellent documentation and communication skillsSelf-motivated, passionate about technology, with the desire to learn new thingsAbility to use and troubleshoot Microsoft Windows, Office, Office365, and macOSFoundational 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 resetsBenefits:401(k)Dental insuranceHealth insuranceHealth savings accountPaid time offVision insuranceSchedule:Day shiftMonday to FridayEducation:Associate (Preferred)Experience:Windows: 2 years (Required)Mac OS: 2 years (Preferred)Microsoft Teams: 2 years (Required)Microsoft 365: 2 years (Required)Location:Cleveland, OH 44125 (Required)Work Location: 95% Remote [with flexibility to come on-site for emergency situations].