Technical Support Specialist
6 days ago
Job Summary:
A&R Solutions is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical support to end-users, troubleshooting issues, and ensuring the smooth operation of IT systems.
Key Responsibilities:
- Ticket Management:
- Receive, log, and prioritize support requests from end-users.
- Escalate tickets based on complexity, urgency, or expertise required.
- Technical Support:
- Troubleshoot hardware, software, and network issues remotely.
- Assist with Office 365 applications (e.g., Outlook, Teams, SharePoint).
- Office 365 Administration:
- Manage user accounts, licenses, and permissions within Office 365.
- Monitor Office 365 service health and troubleshoot issues.
Requirements:
- At least 2-3 years of experience in IT helpdesk or technical support roles.
- Prior exposure to AutoTask or other ticketing systems.
Preferred Qualifications:
- AutoTask Proficiency: Strong familiarity with AutoTask or similar ticketing systems to ensure efficient handling and resolution of support tickets.
- Documentation Skills: Exceptional note-taking and documentation skills are essential. Experience with ITGlue or comparable documentation systems will be considered a significant advantage.
- Remote Management Tools: Prior experience with Remote Management tools such as DattoRMM, Screenconnect, or NinjaRMM.
- Cybersecurity Awareness: Foundational understanding of cybersecurity principles is expected. Practical experience with anti-malware tools and the ability to conduct clean-up operations or investigations is required.
Skills:
- Strong communication skills and customer service orientation.
- Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
- Basic Active Directory management.
Certifications:
- CompTIA A+ (or equivalent).
- Microsoft 365 certifications (e.g., MS-900).
- Working towards Office 365 certifications (e.g., Microsoft 365 Fundamentals Certified).
Hours of Operation:
- 8:00 am EST to 5:00 pm EST
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