Night-Shift IT Support Specialist: Remote Hands & Data Center

Ark Data Centers; Independence Township (OH); Sur place; USD 42 000 - 64 000; Plein temps

Résumé du poste

Ark Data Centers is seeking an IT Support Specialist to respond to client inquiries for technical assistance and deliver courteous, timely resolutions. The role involves remote desktop/server support, documentation, and collaboration with the facilities team for after-hours emergency coverage.

The successful candidate will triage issues, monitor infrastructure, and escalate with third-party providers as needed, ensuring high-quality service and security for client environments.

Qualifications

• Associate degree in Computer Science, Information Systems or related field, or equivalent work experience.
• One + year experience in customer service role providing technical support.
• ITIL v3 or v4 Foundation certification or 1 year’s work experience in an ITIL environment preferred
• IT-related certifications preferred (CompTIA A+, Network+, Server+, CCNA or Microsoft)
• Above average desktop/laptop/network/hardware/software/application troubleshooting skills
• Microsoft Server Technologies, VMWare
• Windows Operating Systems, Active Directory, O365
• Experience using service management system for issue tracking
• VOIP, WAN and LAN connectivity/routers experience preferred
• Outstanding phone etiquette

Responsabilités

• Provide initial analysis and triage for issues reported through phone calls, monitoring alerts from client and internal infrastructure, or service portal to gather all pertinent information, assess urgency, and facilitate resolution
• Monitor critical infrastructure and security systems supporting the local facility. Escort for Data Center and provide Smart / Remote hands support
• Respond to requests for technical assistance in person, via phone, and electronically, based on urgency
• Diagnose, research, and resolve technical hardware, software, application, and performance issues. Escalate as necessary and work with 3rd-party providers when needed.
• Proactively update users on status, document resolutions and perform timely follow-ups in accordance with established policy/standards
• Assists with maintenance activities to include Microsoft servers
• Ensure accuracy, clarity and quality of work reflecting an underlying drive to increase efficiency
• Author process and support documentation to increase first call resolutions and reducing time to resolve
• Applies knowledge to the business and provides personalized, value-added service to clients

Connaissances

Customer support

Troubleshooting

Remote hands

Communication

Incident triage

Documentation

Service level adherence

Formation

Associate degree in Computer Science or related field

Outils

Microsoft Server Technologies

VMware

Active Directory

Office 365 (O365)

Description du poste

Ark Data Centers is seeking an IT Support Specialist to respond to client inquiries for technical assistance and deliver courteous, timely resolutions. The role involves remote desktop/server support, documentation, and collaboration with the facilities team for after-hours emergency coverage.

The successful candidate will triage issues, monitor infrastructure, and escalate with third-party providers as needed, ensuring high-quality service and security for client environments.