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Senior Technical Support Specialist
2 months ago
About the Role
This position is responsible for delivering top-notch technical support for all MCAP IT Infrastructure systems. The successful candidate will provide Level 1 and Level 2 support, ensuring seamless operations and minimizing downtime.
Key Responsibilities
- Monitor and manage Help Desk ticketing systems, gathering information from system users and completing problem logs.
- Track all helpdesk activities and provide monthly or weekly reporting to Infrastructure IT Management.
- Perform administrative system duties, including vendor, problem, and change management, as well as server administration.
- Participate in on-call rotation, responding to and escalating automated pages related to telecommunications, server, storage, branch facilities, and partner IT groups.
- Identify and coordinate external servicing requirements.
- Oversee and sign off on service delivery.
Technical Skills
- Working Administrator's skill with Microsoft Windows, Entra, Exchange 365, Exchange Hybrid, M365, Azure, Intune, Security and Compliance, Teams, MFA (2FA and Authenticators), Microsoft Licensing.
- Windows Server 2019 or higher
- Windows 11
- Experience with VMware VDI, Wireless Device Management (Android and IOS), Enterprise Print Infrastructure.
- Understanding of Microsoft System Components – DHCP, DNS, Active Directory
- ServiceNow
- Microsoft SCCM
- Threat Vulnerability Management
- Powershell
Requirements
- 5+ years relevant experience or equivalent combination of education and experience.
- Exceptional oral and written communication skills.
- Excellent organizational and time-management skills.
- Ability to multi-task in a fast-paced environment.
- Strong analytical and problem-solving skills.
- Proven ability to foster relationships.
- Strong customer service skills.
- Self-driven, motivated with the ability to work independently and in a team environment.
- Carries out duties with integrity and takes responsibility for actions.
- Developed troubleshooting skills.
- Strong desire/passion to learn new technologies.
- Interpersonal skills (outgoing, confident, articulate).
- Strong Technical skills, network, desktops, telephony, servers, (both hardware and software).
- Understanding of Microsoft System Components – Azure, O365, M365, Active Directory
- Vendor management skills
- Post-secondary degree or diploma in Computer Science, Engineering, or related field.
- A+ Network Certification or equivalent.
- ITIL Foundation Certification or equivalent.
- Microsoft Certifications
