Technical Support Specialist, Level 2 (Overnight)

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Overview

The position advertised is for a Technical Support Specialist, Level 2 (Overnight) at Managed Solution. This role is designed for individuals who can provide advanced technical support to clients in a full-time capacity during overnight shifts. The company highlights its dedication to delivering quality service, evident from its recognition as a Microsoft Partner of the Year and its top-tier status as a cloud solution provider.

Responsibilities

As a Technical Support Specialist, you will take on several responsibilities, including:

• Providing advanced application and infrastructure support.
• Handling network administration, desktop troubleshooting, and server management.
• Working independently during assigned overnight shifts, often in a solo capacity.
• Utilizing the company's escalation matrix effectively for complex technical resolutions.
• Adhering to service level agreements and ensuring client satisfaction.
• Communicating technical information clearly to clients in both verbal and written formats.
• Documenting all client interactions and resolutions through the company's internal ticketing system.
• Assisting the security team to monitor client environments for threats and responding to security incidents.
• Mentoring team members on tools and best practices within the Managed Operations Center.
• Complying with all company policies while performing other tasks as instructed.

Shift and Scheduling

The Managed Solution operates on a 24/7 basis, meaning you may be required to work varying shifts based on the company’s needs. The role demands flexibility, particularly in overnight settings.

Qualifications

To qualify for this position, candidates should have:

1. Education Requirement: An associate's or bachelor's degree in computer science or a related field.
2. Experience: A minimum of 3 years of advanced troubleshooting experience is required, ideally in a Managed Services or Security Operations Center environment.
3. Communication Skills: Exceptional customer service with strong oral and written English communication capabilities.
4. Technical Skills: Proficiency in Office 365 administration, basic Cybersecurity, and Network Monitoring tools, specifically with Windows environments.
5. Certifications: Microsoft or other relevant certifications are highly desirable.

Technical Skills

The ideal candidate will possess expertise in the following areas:

• Microsoft Exchange and Active Directory.
• LAN/WAN administration including knowledge of DHCP, DNS, and basic switch configurations.
• Familiarity with ticketing systems, specifically ConnectWise.
• Having worked in a Managed Services Operations Center will be an asset.
• Previous experience with Apple/Macintosh products is a bonus.

Physical Demands

This position requires individuals to be capable of:

• Frequently sitting and standing for prolonged periods.
• Lifting and maneuvering objects in the range of 10 to 50 pounds.
• Communicating effectively and utilizing various vision capabilities.
• Adhering to safety and attendance standards set by the company.

Compensation and Benefits

The base wage range for this role is between $29.00 to $36.00 per hour. Salary considerations include factors such as experience, industry knowledge, education, and geographic location. Additional benefits include:

• Paid Time Off (PTO): Starts at 10 days in the first year, increasing with tenure.
• 401k: Company matches 50% of your first 6% of contributions after 90 days.
• Medical, Dental, Vision: The company pays 80% of employee costs and 15% for dependent costs on the base plan.
• Telemedicine options for 24/7 access to medical care.
• Life/AD&D policy coverage worth $100K for all employees.
• Cell Phone and Internet Reimbursement of $80/month.

Conclusion

In summary, the Technical Support Specialist, Level 2 (Overnight) role at Managed Solution in the United States offers a substantial opportunity for candidates with strong technical backgrounds and excellent communication skills. With competitive compensation and robust benefits, this position is designed for individuals seeking to excel in a supportive yet challenging environment.

This opportunity stands out for its emphasis on technical competence, commitment to customer satisfaction, and the culture of mentorship within the company.

This job offer was originally published on himalayas.app