Senior IT Support Specialist

Provides first and second level support for issues related to computers and telephones including problem determination, escalation, tracking and resolution. Assists local and remote users with resolving computer hardware, computer software, and network/voice communication/connectivity issues for a 24/7 production environment. Provide timely reporting of IT Operations work order and inventory status. Perform network administration maintenance tasks in accordance with established procedures. Ensure that incidents and requests are handled according to agreed procedures and ensure that documentation of the supported components is available and in an appropriate form for those providing support. Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services, ensuring that such problems are fully documented within relevant system(s). Coordinate the implementation of agreed remedies and preventative measures and analyze patterns and trends. Develop implementation plans for dealing with complex requests for change or for the introduction of new services, evaluating risks to integrity of infrastructure inherent in proposed implementations and review the effectiveness of change implementation. Provide oral, written, or hands-on support to all hardware, software and telephone users. Utilize working knowledge of MS Office suite, desktop operating systems, problem management systems, end-user network administration (password resets, permissions, restarting services), and basic UNIX/Linux knowledge. Install, trace (investigate), and repair network cabling (UTP and fiber). Record, track, escalate, update calls, and close tickets through problem management software. Design and create structured documentation that deals with complex information and manage the configuration of documentation items and files, within own area of responsibility. Resolve problems using electronic tools, manuals and technical support documentation. Quote, submit purchase requests, and receive shipments for IT related items, as needed. Participate in project activities, as assigned by management. Communicate effectively acting as a key liaison with customers, team members and colleagues across the company. Effectively communicate technical information to non-technical audiences. Take responsibility for your own workload and keep others informed, highlighting potential problems and suggesting solutions to ensure continuity of service delivery. Coordinate activities with other team members. Some occasional travel to User Group Conferences may be required. Perform other duties and special projects as assigned. In addition to company provided training and development, you will undertake sufficient personal and professional development as required, ensuring skills and knowledge are up to date so that the role is performed to the required level. Requirements: Minimum 2 years Enterprise level Help Desk experience. Excellent oral and written communications skills. Excellent troubleshooting skills. Ability to set priorities and accomplish tasks with minimal supervision Experience with installing CAT5 cable, 110/66 block punch downs, troubleshooting network related issues, installing and moving phone lines, and tracing voice/data cables. Experience with supporting Windows 7, Windows Server Operating systems Basic hardware and software troubleshooting (break/fix) knowledge Must be able to work in a stressful, face-paced environment Must be willing to support a 24/7 production environment (on-call rotation, or 24/7 on-call duties for administrators of systems/services) Preferred Experience with supporting Windows 10, and UNIX/Linux Formal training on at least 3 Microsoft Applications or OS Components CompTIA and/or MCP/MCSA certifications ITIL Foundation Certification J-18808-Ljbffr