Technical Support Specialist Level III

This position will work directly with customers and partners providing expertise in hardware and software installations, troubleshooting and configuration recommendations. This position will report to the CEO or other designated Operations leadership.

DUTIES AND RESPONSIBILITIES: Core duties and responsibilities include the following. Other duties may be assigned.

• Exceptional customer service and organizational skills with a proven ability to manage multiple calls and tickets with minimal supervision
• Able to constantly balance multiple tickets and react in high pressure situations and will take escalations from Lv1 & Lv2 Techs
• Provides advanced level installation, support, and maintenance of physical and virtual servers, core infrastructure (switching, routing, firewall) and other computer systems
• Efficiently manages configuration of desktops, servers, core infrastructures and services (IIS, e-mail, AD, DNS, DHCP etc.)
• Assists with planning for and responding to client project needs when applicable
• Must be able to quickly and correctly diagnose problems with computer systems and introduce the best solution
• Ability to learn new technology quickly
• Will be responsible for taking calls on an On-Call rotation
• Execute other assigned tasks as delegated by Management
• Travel to customers offices when needed (reliable transportation is required).
• Punctuality is required

SUPERVISORY RESPONSIBILITIES: None

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner
• Gathers and analyzes information skillfully
• Develops alternative solutions

Customer Service

• Manages difficult or emotional customer situations
• Responds promptly to customer needs
• Responds to requests for service and assistance
• Meets commitments

Interpersonal Skills

• Maintains confidentiality
• Listens to others without interrupting
• Keeps emotions under control

Oral Communication

• Speaks clearly and persuasively in positive or negative situations
• Listens and gets clarification
• Responds well to questions

Written Communication

• Writes clearly and informatively
• Able to read and interpret written information

Quality Management

• Looks for ways to improve and promote quality
• Demonstrates accuracy and thoroughness

Business Acumen

• Understands business implications of decisions
• Aligns work with strategic goals

Ethics

• Treats people with respect
• Keeps commitments
• Inspires the trust of others
• Works with integrity and ethically
• Upholds organizational values

Organizational Support

• Follows policies and procedures
• Completes administrative tasks correctly and on time
• Supports organization's goals and values

Strategic Thinking

• Develops strategies to achieve organizational goals
• Understands organization's strengths & weaknesses

Judgment

• Displays willingness to make decisions
• Exhibits sound and accurate judgment
• Supports and explains reasoning for decisions
• Includes appropriate people in decision-making process
• Makes timely decisions

Motivation

• Sets and achieves challenging goals
• Demonstrates persistence and overcomes obstacles

Planning/Organizing

• Prioritizes and plans work activities
• Uses time efficiently
• Plans for additional resources
• Sets goals and objectives
• Organizes or schedules other people and their tasks

Professionalism

• Approaches others in a tactful manner
• Reacts well under pressure
• Treats others with respect and consideration regardless of their status or position
• Accepts responsibility for own actions
• Follows through on commitments

Quality

• Demonstrates accuracy and thoroughness
• Looks for ways to improve and promote quality
• Completes work in timely manner

Attendance/Punctuality

• Is consistently at work and on time
• Dependability
• Follows instructions, responds to management direction
• Takes responsibility for own actions
• Keeps commitments
• Commits to long hours of work when necessary to reach goals
• Innovation Meets challenges with resourcefulness

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS: To perform this job successfully, an individual should have knowledge of Microsoft Office software; including Word, Excel, Email and Scheduling software

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move up to 10 pounds. Employee is required to maintain a valid driver's license with reliable transportation.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

Job Type: Full Time

Required education:

• BS degree in IT, Computer Science or related field
• License/Certification: MCSE, MCITP, CCNA, CCNP, VCP (Preferred)

Required experience:

• 7 yrs. plus experience as a Systems Administrator and/or Server Engineer
• Enterprise level Networking Experience / Advanced Switching & Routing troubleshooting - configuration and administration
• Microsoft Windows Server 2012 and later
• Microsoft Windows Server Roles: AD, DNS, DHCP, DFS, IIS, GPO
• Advanced PowerShell / Python - creation, modification, implementation
• Exchange 2013 and later
• Microsoft 365 Advanced Administration
• Microsoft Azure, Entra ID, and Microsoft Endpoint Management Administration
• Firewall Installation & Configuration (Cisco Meraki is a plus)
• Advanced Performance analysis and troubleshooting skills
• Strong documentation skills
• Spam Filter technologies
• Hands on equipment experience (rack, and stack, physical cabling)
• Back-up Solutions

Technical knowledge (not limited to):

• Microsoft Intune
• URL Filtering: Fortinet
• PSA Experience
• SAN Storage (different technologies and disaster recovery)
• Citrix Experience
• Printer/Fax/Scanner Troubleshooting
• Terminal Services, Microsoft failover clustering
• VMware, (vSphere, View, vCenter)

Compensation:

• 8-hour shift
• On call