Technical Support Specialist, Level 2 (Overnight)
About the position As a senior member of the Managed Operations Center, the Technical Support Specialist, Level 2 (Overnight) will provide expert-level technical support to managed services clients in a 24/7/365 environment. This role involves providing advanced application and infrastructure support, network administration, desktop troubleshooting, and server management across multiple environments. The specialist will work independently during overnight and weekend shifts, often in a solo capacity, and will be responsible for navigating complex technical resolution efforts and utilizing an escalation matrix effectively. The position requires adherence to client service level agreements and team performance goals while prioritizing, resolving, and escalating issues according to company policy. Clear communication of technical information to clients, effective documentation of client communication and resolution efforts, and maintaining professionalism and confidentiality while accessing client data are essential. The specialist will also assist the security team in monitoring client environments for suspicious activity and respond to security alerts and incidents. Mentoring and training internal team members regarding tools, policies, and incident response best practices is also part of the role.
Responsibilities
- Provides advanced application and infrastructure support, network administration, desktop troubleshooting, and server management across multiple environments.
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- Works independently during overnight and weekend shifts, often in a solo capacity.
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- Navigates complex technical resolution efforts and utilizes an escalation matrix effectively.
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- Adheres to client service level agreements and team performance goals while prioritizing, resolving, and escalating issues.
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- Communicates technical information clearly and effectively to clients.
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- Documents client communication and resolution efforts via internal ticketing system.
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- Maintains professionalism, confidentiality, and integrity while accessing client data/systems.
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- Assists security team in monitoring client environments for suspicious activity and responds to security alerts.
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- Mentors and provides training to internal team members regarding tools and incident response best practices.
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- Complies with all company policies and procedures.
Requirements
- An associate's or bachelor's degree in computer science or related field.
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- 3+ years of advanced troubleshooting experience (networking, server/OS, desktop, virtualization).
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- Previous experience in a multi-client Managed Services and/or Managed Security Operations Center helpdesk environment is strongly preferred.
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- 1+ years of demonstrated success in an overnight capacity at a multi-client Managed Services Provider is strongly preferred.
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- Demonstrated ability to provide outgoing, enthusiastic customer service.
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- Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment.
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- Excellent oral and written English communication skills.
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- Demonstrated integrity and the ability to maintain client confidentiality.
Nice-to-haves
- Strong proficiency in Office365 administration and troubleshooting.
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- Knowledge of public/private cloud (e.g., Azure) and virtualization technologies.
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- Microsoft or other technical certifications highly desired.
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- Expert level troubleshooting skills in a Windows environment.
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- Expert level proficiency in Microsoft Exchange and Active Directory.
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- Strong knowledge of LAN/WAN administration and troubleshooting proficiency.
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- Proficient knowledge of Cybersecurity, Network Monitoring, and Endpoint Management tools.
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- Previous experience working within ticketing systems (Connectwise preferred).
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- Apple/Macintosh/iPhone/iPad experience.
Benefits
- PTO - earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+
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- 401k - Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions
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- 7 paid holidays each year plus 1 Floating Holiday per Year and 2 After 5 Years of Service
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- Medical, Dental, Vision - Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs
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- Telemedicine options available
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- $100K Life/AD&D policy provided for all employees, free of charge
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- Employee Assistance Program - free financial consultation, counseling services, and more
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- $80/Month Cell Phone + Internet Reimbursement
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