Level 2/3 Support Specialist

Responsible for providing advanced technical assistance and support related to computer systems, hardware, or software. Responds to support queries, runs diagnostic programs, isolates problems, and determines and implements solutions. In Office employees will visit client sites as needed to perform services., Leadership

• Manage heldesk support process and direct L1 staff.
• Manage end to end support of a Support Ticket/Task/Project.
• Critically think about support issues.
• Work with other employees to ensure that all client issues are taken care of.
• Complete reports as needed for management.
• Monitor support queues and determine request type: Support, Task or Project
• Monitor L1 Technician tasks and assist as necessary.
• Process escalate as necessary to L3.

Technical

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Maintain daily performance of computer systems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Work on IT projects as needed for management such as setting up new server domain and workstation environments, troubleshooting difficult issues and providing help desk management.
• Provide daily guidance to clients in how to use basic Windows programs if needed.
• Diagnose hardware and software issues. Advise management on hardware replacement if necessary and installing new hardware and software on clients’ machines.

Customer Service

• Proactively call client contacts and inquire how systems are working, etc. and offer assistance.
• Respond to customers seeking help, document issues and resolving computer problems.
• Ask detailed questions to determine the nature of the problem.
• Follow up with customers to ensure issue has been resolved.

Technical Support, Computer Systems, Computer Hardware, Information Technology & Information Systems, Resolve Customer Issues, Problem Solving Skills, Team Player, Customer Support/Service, Communication Skills, English Language, Associate’s degree in Information Technology (IT) or equivalent work experience.

Required Soft Skills:

• All skills and responsibilities described in the Level I Support Specialist Job Description.
• Ability to guide and work with our other employees and assist them in resolving complex client computer issues.
• Ability to work independently and with others on completing IT Projects.
• Good customer service skills.
• Clear communication skills in English language (written and speech).
• Good customer questioning and problem-solving skills.
• Willingness to learn.
• Ability to formulate and implement plans that will result in the provision of excellent customer service.

Required Technical Skills:

• Mid to advanced knowledge in Windows server design and implementation, VMware, Hyper-V, SAN, and LAN/WAN routing and switching
• Hands on experience with designing, implementing and supporting past and current Windows server platforms:
• Server 2008, 2012, 2016, 2019, 2022
• Exchange Server 2010 - 2019 administration
• Office/Microsoft 365 and Azure Server implementation and management experience
• Experience with hypervisor implementation, tuning management and troubleshooting, including V2V and P2V migrations
• Experience with implementing routing and switching such as VPN, VLANs, deep traffic and packet level analysis
• Windows 10 installation, recovery, support, and maintenance
• Active Directory and Group Policy administration
• DNS, DHCP, TCP/IP administration