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Technical Services Specialist II/III

12/5/2022

Technical Services Specialist II/III

Description

The Technical Services Specialist role is to provide a resolving point of contact for customers to receive support and maintenance within the organization’s physical and virtual environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all networking and security equipment to ensure optimal performance and security. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user assistance where required.

Responsibilities

Operational Management

Provide tier II to III support of customer facing systems.

Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.

Receive and respond to service desk tickets, email, or chat regarding equipment incidents, updates, inquiries, and the like.

Assist in preparing, maintaining, and upholding procedures for logging and reporting

Resolving network issues

Participate in routine reporting on client data and audits

Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.

Demonstrate detailed knowledge of 1-2 IT domains such as Firewalls, Switches and Routers, Microsoft 365/Azure, Windows Active Directory

Testing and evaluating new technologies and applications

Attend weekly meetings with customers to review weekly/monthly reporting

 Position Requirements

Formal Education & Certification

College diploma or university degree in the field of computer science and/or 1+ year equivalent work experience.

3+ years of experience in a Helpdesk/MSP environment

Knowledge & Experience

  • Preferred work experience: Managed Service Provider or consulting environment
  • Preferred systems experience: Kaseya, SonicWALL
  • 3+ year recent, relevant experience in a helpdesk role providing PC support
  • Working technical knowledge of Microsoft networking and environments including Active Directory, Group Policy, Exchange/Exchange Online, and Windows Server OS
  • Excellent technical knowledge of hardware, including, Dell, Lenovo, and others as required
  • Excellent technical knowledge of PC internal components.
  • Working technical knowledge of current protocols, operating systems, and standards
  • Ability to operate tools, components, and peripheral accessories.
  • Able to read and understand technical manuals, procedural documentation, and OEM guides.

Personal Attributes

  • Ability to conduct research into issues and products as required. Note taking and task management is a must.
  • Effective interpersonal skills and relationship-building skills.
  • Strong written and oral communication skills.
  • Ability to present ideas in user-friendly language.
  • Understanding of the organization’s goals and objectives.
  • Analytical and problem-solving abilities, with keen attention to detail.
  • Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.
  • Strong customer-service orientation.
  • Driver’s license in good standing.

Work Conditions

  • Availability for on-call rotation (pager duty).
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, hand, and power tools, and to handle other computer components.
  • Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.



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Job Type : Full-Time
Education Level : High School
Experience Level : Mid to Senior Level
Job Function : General, Customer Service, Administrative
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