What are the responsibilities and job description for the Tier 2/3 IT Support Specialist position at SWAT MSP LLC?
Job Title : IT Support Specialist.
Job Description :
We are seeking a highly motivated and skilled IT Support Specialist to join our dynamic team at our IT Managed Services Company. As a Tier 2-3 IT Support Specialist, you will play a crucial role in providing comprehensive technical support to our clients, ensuring the smooth functioning of their IT infrastructure.
Responsibilities :
- Respond promptly to IT support requests from clients via phone, email, or ticketing system, and resolve technical issues within defined SLAs.
- Diagnose and troubleshoot hardware and software problems, including network connectivity, operating systems, applications, and peripheral devices.
- Perform root cause analysis for recurring issues and implement permanent solutions to prevent future occurrences.
- Manage and monitor clients' IT systems, servers, and network infrastructure to ensure optimal performance and security.
- Collaborate with Tier 1 support team and escalate complex issues when necessary, providing detailed documentation of troubleshooting steps and resolutions.
- Assist clients with software installations, updates, and configurations, ensuring compliance with IT policies and security protocols.
- Administer and maintain user accounts, permissions, and access control for various systems and applications.
- Conduct regular system audits and implement security best practices to safeguard clients' data and assets.
- Stay up-to-date with the latest industry trends and technologies, and actively participate in ongoing professional development to enhance technical knowledge and skills.
- Collaborate with other IT teams, such as infrastructure and cybersecurity, to deliver integrated solutions and improve service delivery.
- Create and maintain technical documentation, knowledge base articles, and standard operating procedures to facilitate efficient issue resolution and knowledge sharing.
- Implement Cybersecurity policies.
Requirements :
Join our dedicated team and take your IT career to the next level by contributing to the success of our clients through top-notch IT support and innovative solutions. Please only apply if you're an experienced level 2 or 3 network technician who has worked for an MSP before.
Salary : $17 - $25