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SalaryJob Overview: The purpose of the Technical Specialist I is to take on first-level support issues from customers. Technical support ranges from desktop support to infrastructure support.
Primary Role: Provide first-level support to all internal and external calls brought in via phone calls, email, and service requests. Responsible for escalating issues appropriately and effectively communicating with the internal team and customers.
Products to support:
- Microsoft 365 Products and Services
- Multifactor Authentication Services
- Barracuda Products and Services
- Microsoft Active Directory & Services
- Advance2000 RMM Tools
- Virtual Servers and Workstations
- Physical Local Workstations and Infrastructure
- Basic Networking Components and Services
- Multitenant Antivirus & Security platform
Responsibilities:
- Place tickets and troubleshooting
- Provide first-level support for Advance2000 product suite
- Provide remote support for both internal and external services
- Diagnose and solve data communication problems
- Train users to properly use services and equipment
- Create user accounts while monitoring and regulating file access to ensure confidentiality, security, and usage
- Efficiently complete moves, adds, and changes with services provided
- Monitor service alerts and provide proper response based on SLAs
- Monitor schedule system jobs for completion
- Provide exceptional service level to clients, users, and potential customers
- Visit customer sites to resolve reported issues and conduct maintenance visits, as needed
- Document troubleshooting and maintenance procedures for new services and products
- Attend vendor training and review technical journals
- Determine equipment compatibility
- Participate in R&D efforts to enhance and develop services and products
- Develop and write procedures for installation and use of communications software and hardware
- Provide Data Center Support, as needed
- Communicate with Service Management and Coordinators
Job Type: Full-time
Pay: $21.00 per hour
Expected hours: 40 per week
Schedule:
- 8 hour shift
Experience:
- Help desk: 2 years (Required)
Work Location: Hybrid remote in Amherst, NY
