Skills & Responsibilities:
- Windows OS and networking technologies
- Networking experience including network design principles, data flow determination,
routing, switching, VLANs. - Understanding of Trouble Shooting techniques and methods.
- Experience working with Microsoft technologies including; Windows 10, Microsoft Office
365, Microsoft Teams and OneDrive, Active Directory - Windows Security experience including Windows Security Center and AV.
- Familiarity Windows 10 Deployment
- Experience with enterprise class network troubleshooting
- Ability to work on multiple priorities and/or support cases simultaneously
- Ability to build positive and collaborative relationships inside and outside the organization
- Excellent listening and communication skills, both verbal and written
- Ability to complete tasks in both a professional and timely manner with minimal supervision.
- BSc. Degree in Computer Science and at least 8 years prior relevant experience is preferred.
- Professional level certification(s), or equivalent experience, is preferred.
- Receive and create initial contact with customers and end users via phone and support desk
systems. - Document customer interaction, troubleshooting, and results in a clear and concise manner.
- Develop technical solutions related to software and implementation errors for field/project
engineers, technicians, and customers. - Analyze, test, and modify customer and end user customer’s systems based upon their unique design specifications and/or environment.
- Rely on limited experience and judgment to plan and accomplish goals.
- Independently provide and implement solutions based on customer and end user needs
- Create workaround procedures when standard procedures have failed and ensure issues are
resolved in a timely fashion. - Escalate urgent problems requiring more in-depth knowledge to appropriate internal and
external resources. - Interact with internal end users to provide support via phone and support desk systems
- Candidates must be willing to be on demand (in rotation with other team members) including night and weekends to support customer environments after hours. Night and weekend work
will occur.
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