Tier 2 - Software Supp Specialist

POSITION SUMMARY: The Tier II Software Support Specialist is a crucial member of the IT support team, responsible for providing advanced technical assistance to end-users within the organization. This role involves troubleshooting complex software and hardware issues, resolving technical challenges, and ensuring the smooth operation of IT systems. The Tier II Software Support Specialist possesses a deep understanding of IT infrastructure, applications, and network configurations, allowing them to diagnose and address a wide range of technical problems efficiently. You will collaborate and work closely with the IT Manager and Senior IT Leadership for service support management and infrastructure maintenance, playing a vital role in enhancing user productivity and maintaining a seamless IT environment. Excellent communication and problem-solving skills are essential for success in this position, as is a commitment to delivering top-quality support and ensuring user satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• ·        Provide advanced technical support to end-users and customers, addressing complex software-related issues and inquiries.
• ·        Cloud-based solution support and maintenance (Azure, 365 Admin Center, Meraki, AppRiver, Huntress, Zendesk, Ninja One, Sentinel One, etc)
• ·         Diagnose and resolve software problems efficiently, utilizing a deep understanding of the software applications and systems.
• ·         Interact with customers and end-users to gather information, understand the nature of problems, and communicate solutions effectively.
• ·         Monitor and maintain infrastructure performance, security, and availability.
• ·         Maintain detailed records of support interactions, troubleshooting steps, and solutions provided to create a knowledge base for future updates.
• ·         Provide on-premises and remote support to users, resolving issues via phone, email, Teams, or remote desktop tools.
• ·         Ensure network security through the support, implementation of firewalls, intrusion detection systems, and access controls.
• ·         Maintain clear and timely communication with end-users, colleagues, and management regarding support activities, issue resolutions, and progress updates.
• ·         Stay adaptable to evolving software environments, technologies, and user needs.
• ·         Ability to work independently and in a team environment to resolve issues and meet deadlines.
• ·         Ability to work under minimal supervision and under own initiative.
• ·         Provide emergency on-call support schedule in a 24/7 IT environment during after-hours and weekends.

QUALIFICATIONS/SKILLS/ABILITIES:

• ·         Proven experience (2 years) in IT Helpdesk/Service Support Environment.
• ·         Strong technical skills and a deep understanding of software applications and systems support.  
• ·         Exceptional problem-solving and analytical abilities, with a focus on innovative and effective solutions
• ·         Exceptional customer service skills, including patience, empathy, and the ability to remain calm under pressure when assisting end-users with software problems.
• ·         Excellent communication skills to interact with diverse stakeholders and convey technical concepts to non-technical personnel.
• ·         Proficiency in using various software tools for remote support, issue tracking, and knowledge base management.
• ·         Industry certifications such as CompTIA A , CompTIA Network , CompTIA Security . Microsoft Certified Systems Administrator (MCSA) is a plus.
• ·        Must be able to lift up to 50 lbs.

EDUCATION AND/OR EXPERIENCE:

• ·         Bachelor’s degree in computer science, Information Technology, or related field or 2 years of practical hands-on-experience supporting multiple platforms and system applications in corporate environment.
• ·         Minimum of 2 years of experience in progressively responsible IT roles including exposure to IT systems, troubleshooting, and technical support.
• ·         Previous experience in a Helpdesk role diagnosing complex technical issues within an IT department.
• ·         Hands-on experience with remote tools, network, and infrastructure tools.
• ·         Familiarity with industry best practices in IT service support and ITIL framework.

***SHELTAIR RESERVES THE RIGHT TO MODIFY, INTERPRET, OR APPLY THIS JOB DESCRIPTION IN ANY WAY THE COMPANY DESIRES. THIS JOB DESCRIPTION IN NO WAY IMPLIES THAT THESE ARE THE ONLY DUTIES, INCLUDING ESSENTIAL DUTIES, TO BE PERFORMED BY THE EMPLOYEE OCCUPYING THIS POSITION. THIS JOB DESCRIPTION IS NOT AN EMPLOYMENT CONTRACT, IMPLIED OR OTHERWISE. THE EMPLOYMENT RELATIONSHIP REMAINS “AT-WILL.” QUALIFIED EMPLOYEES WHO, BECAUSE OF A PHYSICAL OR MENTAL IMPAIRMENT THAT SIGNIFICANTLY LIMITS A MAJOR LIFE ACTIVITY, REQUIRE A REASONABLE ACCOMODATION TO PERFORM THE ESSENTIALFUNCTIONSOFTHISPOSITIONSHOULD NOTIFY THEIR MANAGER OR HUMAN RESOURCES***