IT Support Specialist Engineer II

The IT Support Specialist/Engineer (II) is responsible for providing advanced technical support and troubleshooting for IT systems, resolving complex technical issues, and assisting in the maintenance of the organization’s IT infrastructure. This mid-level position involves handling escalated issues from the support team, managing system configurations, and ensuring the smooth operation of networks, servers, and software systems. The ideal candidate should have solid experience in IT support, strong problem-solving skills, and a deep understanding of network and system administration., * Advanced Technical Support:Provide second-level support by addressing escalated technical issues thatthe Tier I support team cannot resolve, including hardware, software, andnetwork-related problems.

• Troubleshooting: Diagnose andresolve complex IT issues, such as server errors, system crashes,application failures, and network disruptions. Collaborate with senior ITstaff for advanced troubleshooting when necessary.
• Data Knowledge andStructuring: Have working knowledge of SQL, Python and other querylanguages to support the organizations movement towards a data centricapproach to reporting.
• Infrastructure (SCADA)Support: Assist in the maintenance, configuration, and monitoring of ITinfrastructure components, including servers, networks, storage systems,and virtual environments.
• System Administration:Perform system administration tasks such as user account management,software updates, patch management, and security monitoring in Windows.
• Network Support: Support themanagement and troubleshooting of LAN/WAN networks, firewalls, switches,and VPNs. Assist in configuring and maintaining network securityprotocols.
• Documentation &Reporting: Create and maintain detailed technical documentation fortroubleshooting procedures, system configurations, and network diagrams.Provide reports on recurring issues and system performance.
• Collaboration &Escalation: Work closely with IT team members and other departments toresolve technical problems, escalating critical issues to senior engineersor external vendors when necessary.
• System Upgrades: Assist withthe planning and implementation of system upgrades and newhardware/software installations, ensuring minimal disruption to businessoperations.
• User Training: Providetraining and guidance to junior IT support staff and end users on advancedtechnical processes and best practices.
• Other: Perform all otherduties as assigned.

• Preferred degree in ComputerScience, Information Systems, or related
• Minimum of 3 years ofexperience of general systems administration
• Relevant Microsoft Azure or365 certification(s)
• ITIL FoundationsCertification (or complete within 90 days of hire date)
• Sound troubleshooting skillswhich include leveraging the OSI model
• Understanding of networksegmentation in a cloud environment
• Working knowledge ofPowerShell scripting
• Working knowledge ofMicrosoft System Center products (SCCM, SCOM, SCOrch, SCSM)
• Have the frame of mind tothrive in a matrix management environment, and the ability to meet strictdeadlines, prioritize & delegate
• Ability to multi-task andmanage internal and external customer expectations
• Effective written and verbalcommunication skills, including technical documentation & reportwriting
• Availability to participatein an on-call rotation