Information Technology Support Specialist

Vinebrook Technology; Orlando (FL); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company in IT Services seeks an IT Support Specialist to join their Managed Services team. The role involves providing exceptional support to customers, troubleshooting issues across various platforms, and ensuring efficient service delivery. Ideal candidates will have a strong technical background and a passion for technology, with the ability to work independently and collaboratively. This fully remote position offers a supportive work environment and opportunities for growth.

Benefits

401(k)

Health Insurance

Health Savings Account

Paid Time Off

Vision Insurance

Qualifications

• Minimum 2 years in a technical support role.
• Experience in 24x7x365 Managed Services preferred.

Responsibilities

• Triage tickets per specified severity levels.
• Provide excellent customer service.
• Perform basic troubleshooting across various platforms.

Skills

Analytical Thinking

Troubleshooting

Communication

Detail Oriented

Self-Motivated

Education

High School Diploma

College Degree

Tools

Microsoft Teams

Microsoft 365

Windows

Active Directory

Linux

macOS

Job description

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Overview: IT Support Specialist will work with a team of managed services specialists, administrators, and engineers to deliver excellent support and management of our customers’ environments. They will field issues and requests escalated directly by customer IT personnel, end-users, and monitoring tools. This role will have broad exposure across a range of end-user devices, networks, servers, virtualization, and security platforms. The support specialist will be expected to work issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly and provide exceptional customer service.

Schedule

• 9am - 5pm EST
• Monday to Friday
• Fully remote

Experience

• 2 years (minimum) in a technical support role
• Experience providing customer support
• Experience in 24x7x365 Managed Services preferred
• Experience using ITSM and Monitoring toolsets

Qualifications, Education, and Training

• High school diploma required; college degree strongly preferred
• Must be a U.S. Citizen *NO VISAS*
• Microsoft Teams: 2 years (Required)
• Microsoft 365: 2 years (Required)
• Windows: 2 years (Required)
• Google IT Support Professional (Preferred)
• CompTIA A+, Network+, Security+ (Preferred)
• Microsoft MTA (Preferred)
• ITIL v4 Foundation (Preferred)
• Mac OS: 2 years (Preferred)

Skills

• Highly analytical thinker and troubleshooter
• Detail oriented with excellent documentation and communication skills
• Self-motivated, passionate about technology, with the desire to learn new things
• Ability to use and troubleshoot Microsoft Windows, Office, Office365, and macOS
• Foundational understanding of operating systems and servers, both physical and virtual.
• Experience working with active directory to perform basic tasks, such as user creation and password resets

Responsibilities

• Triage tickets per specified severity levels
• Refer/ escalate customer issues to the appropriate level of support, as needed
• Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations
• Perform basic troubleshooting steps such as checking logs, checking capacity, and running basic diagnostics across a variety of platforms including Linux/Windows servers, network devices, hypervisors, and storage systems
• Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required
• Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
• Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs
• Distribute scheduled reports to customers as required
• Supporting end-users by diagnosing and resolving computer hardware, network, and application issues
• Assist with cross-training of other team members, as needed
• Perform other tasks as assigned by management
• 401(k)
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Department: Managed Services

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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