Technical Service Support Specialist

This position will function as a highly skilled Service Support Specialist with specific responsibilities that include:

1. Understanding of Desktop Support and Services.

2. Understanding of Active Directory and AD Toolsets, ADUC, user authentication and authorization and identify and access management.

3. Uses creativity and innovation to automate and streamline processes and procedures.

4. Understands customer support, likes to work with people and can ensure that the customer is satisfied.

5. Ability to troubleshoot in a high level systematic way. Ability to identify symptoms and research cause. Understands process to test, and put changes in production.

6. Understanding of basic Networking principles, including network troubleshooting for connectivity issues, DHCP, DNS, use of tools like PING, NSLOOKUP and NETSTAT

1. Ability and experience to work with SCCM version 2012. Ability to show others how to use the tools like SCCM.

2. Ability to script with PowerShell 3.0 or above. Scripting abilities should include validation, editing, input and output, including automation to production systems, specifically Active Directory.

3. Ability to learn new tools (Varonis) to clean up and audit unstructured data (user data) and Active Directory and NTFS permissions.

Additional Requirements:

1. Strong communication/ leadership skills.

2. Strong influence, collaboration and negotiation experience.

3. Ability to collaborate with supporting resources across business and/or functional lines.

4. Have excellent oral and written skills/possess strong meeting and work session facilitation skills.

5. Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines.

6. Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements.

7. Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.

8. Must be knowledgeable in the English language/speak clearly and understandably using the English language

Skill

Required / Desired

Amount

of Experience

10 Years Troubleshooting experience

Required

10

Years

5 years’ experience with Active Directory including tools like ADUC.

Required

5

Years

4 Years SCCM or SMS like experience

Required

4

Years

4 years customer service experience

Required

4

Years

4 years knowledge of networking technologies to including PING, NETSTAT, DHCP, DNS, and NSLOOKUP.