Tier 3 Technical Support Specialist

Job Summary
Our team of technicians represents the pinnacle of professionalism in the field. Each day, we are granted the opportunity to bring satisfaction to a multitude of clients. Our Technician Support Specialists are instrumental in assisting TBS clients in resolving issues related to PCs, Macs, desktop applications, anti-virus software, Windows servers, smartphones, printers, and networking infrastructures. We are seeking a candidate who will thrive in our dynamic, fast-paced company. This individual will join a dedicated team responsible for supporting the IT environments of over 250 local small and mid-sized businesses in Northeast Florida.

You are a great candidate if you have...

*Required* 5-year minimum experience working in an IT environment supporting 50 user Windows desktop/server environment.

• Well-rounded Microsoft desktop technology experience and user support.
• Advanced experience supporting the following operating systems: Windows 7-11.
• Experienced With MacOS 10.15 & newer.
• Strong experience and understanding of Windows Server Active Directory.
• Strong experience and understanding of IP networking such as DHCP, DNS & IP Schemes.
• Strong experience with remote desktop protocol applications.
• Ability to work on multiple support tickets at a time.
• Must be a team player and able to work with minimal supervision.
• Strong customer service experience when communicating with clients.
• Attention To Detail
• Centered On Efficiency
• Lively
• Positive Mindset
• Yearning To Learn
• Critical Thinker
• Welcomes Change
• Innovative
• Self-Motivated
• Capability To Multitask
• Strong Sense Of Importance
• Dependable Transportation
• Valid Driver's License

*Minimum Requirement* Must Hold One of The Following Active Certifications

• CompTIA Network
• CompTIA Server
• CompTIA Security
• Microsoft Azure Fundamentals
• Microsoft Azure Administrator Associate
• Windows Server Hybrid Administrator Associate
• Cisco Certified Network Associate
• Microsoft Certified Solutions Associate
• Any other Azure certifications
• *Other certifications will be considered*

What you'll be doing:

• Diagnose and resolve complex network issues related to IP networking, including routing, switching, and subnetting.
• Install, configure, and maintain Windows servers. Ensure server performance and uptime, manage server security, and perform regular server backups.
• Provide high-level technical support to clients, including the resolution of issues related to PCs, desktop applications, anti-virus software, smartphones, printers, and other networking infrastructures.
• Work closely with Level 1 and Level 2 technicians to handle escalations and provide guidance on complex technical issues.
• Maintain detailed documentation of all network configurations, hardware installations, and troubleshooting steps.
• Support Microsoft Windows desktop technologies
• Support Apple MacOS desktop technologies
• Support Apple and Android Mobile Devices
• Software installation, configuration, and troubleshooting
• Troubleshoot and repair Windows and Mac workstations
• Strong Windows Server Active Directory and Group Policy tasks
• Windows Server Domain Controller, Active Directory Installations, Migrations and Configurations
• Strong Azure Technologies Support, including Intune
• Strong Email Management Tasks, Including Migrations & Domain Management
• On-site workstation & networking equipment hardware installation
• Setup and configure enterprise-level networking equipment configurations
• Monitor network performance and resolve ISP issues
• Monitor performance of Windows servers and server applications
• Identify root-cause issues that are self-discovered and or escalated, and resolve those issues
• Windows server administration tasks
• New client user add/change/remove
• Manage and configure business application support and client-side application support
• Respond to support tickets and alerts
• Organize and execute projects that may extend up to 3 months.
• Consult with our clients and offer guidance on technology use and best practices
• Responsible for detailed documentation and follow-up with clients
• Communicate the need for escalation promptly
• Able to critically think, produce, maintain, and update technical documentation
• Provide fast and friendly tech support to end-users, IT managers, and C-level executives

Pre-Screening Requirements

• Speaking English is required.
• Located in Jacksonville, FL.
• Valid Driver's License.

Typical Week:

40% Windows Server & Networking Support, 35% Email, Azure and Other Cloud Services Support, 10% Escalated Support, 10% Client Software Auditing & Organization Oversight, 5% Training/Meetings

If you are a motivated individual with a passion for providing excellent technical support, we want to hear from you. Join our team as a Technical Support Specialist and help us ensure smooth operations for our end-users. We offer competitive compensation packages, opportunities for professional growth, and a supportive work environment.

Apply now to be part of our dynamic team!

Job Type: Full-time

Pay: $35.00 - $50.00 per hour

Benefits:

• 401(k)
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person

Salary : $35 - $50