Managed Services - IT Support Specialist

Department: Managed Services

Job Description: IT Support Specialist

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.

Responsibilities:

Operations:

• 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
• Note: There may some on-site activity, but this should be very rare.

Qualifications Education and Training

• High school diploma required; college degree strongly preferred
• Relevant entry-level certifications preferred:
• Google IT Support Professional
• CompTIA A+, Network+, Security+
• Microsoft MTA
• ITIL v4 Foundation

Experience

• 0-3 years in a technical support role
• Experience providing customer support
• Experience in 24x7x365 Managed Services preferred
• Experience using ITSM and Monitoring toolsets

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

Benefits:

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

Schedule:

• Day shift
• Monday to Friday

Education:

• 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].