Technical Support Specialist, L2

December 6

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Managed Solution

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Managed Services • Professional Service • Cloud Office 365 • Unified Communications • Desktop/Device Management

51 - 200 employees

Founded 2002

🏢 Enterprise

☁️ SaaS

Description

• Provides expert-level technical support to managed services clients in a 24/7/365 environment. • Adheres to client service level agreements and team performance goals. • Communicates technical information clearly and effectively. • Assists security team in monitoring client environments for suspicious activity/threats. • Mentors and provides training to internal team members regarding Managed Operations Center tools.

Requirements

• An associate’s or bachelor’s degree in computer science or related field, as well as 3+ years of advanced troubleshooting experience (networking, server/OS, desktop, virtualization). • Previous experience in a multi-client Managed Services and/or Managed Security Operations Center helpdesk environment is strongly preferred. • 1+ years of demonstrated success in an overnight capacity at a multi-client Managed Services Provider is strongly preferred. • Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members. • Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment. • Excellent oral and written English communication skills. • Demonstrated integrity and the ability to maintain client confidentiality. • Strong proficiency in Office365 administration and troubleshooting required. • Expert level troubleshooting skills in a Windows environment, including desktop and server OS. • Strong knowledge of LAN/WAN administration and troubleshooting proficiency including DHCP, DNS, VLAN's, firewalls (Fortigate Manager), NAT, and wireless technology.

Benefits

• PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+ • 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days • Holidays – Managed Solution celebrates 7 paid holidays each year Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service! • Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs) • Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7 • $100K Life/AD&D policy provided for all employees, free of charge! • Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more! • $80/Month Cell Phone + Internet Reimbursement