Technical Support Specialist

Liberty Center One; Royal Oak (MI); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Opportunities for advancement

Collaborative work environment

Wide range of benefits

Job summary

Liberty Center One in Royal Oak, MI is seeking a full-time Technical Support Specialist to provide top-notch customer support in a fast-paced environment. In this role, you'll assist clients through phone, email, and ticketing systems while working on foundational support for various operating systems and applications.

The ideal candidate will have a minimum of 2 years in IT, strong critical thinking skills, and the ability to multitask. A collaborative culture and a commitment to customer satisfaction are key at LCO.

Qualifications

• Minimum 2 years in the IT industry; internship experience acceptable.
• Excellent communication and time management skills.
• Ability to handle multiple priorities effectively.

Responsibilities

• Provide exceptional customer support for clients.
• Triage and resolve client support requests via various channels.
• Document issues and resolutions in ConnectWise Manage.

Skills

Customer service

Critical thinking

Problem-solving

Networking fundamentals (SMTP, DNS, TCP/IP)

Education

Focus in Information Systems

Tools

ConnectWise Manage

Veeam Backup Software

Citrix XenApp/XenDesktop

Job description

LCO is a highly regarded hosting and cloud services provider looking for a full‑time Technical Support Specialist to join our fast‑paced & high‑tech work environment. At LCO, we’re focused on providing leading-edge cloud solutions and superior customer support for small and mid‑sized businesses. We offer a wide range of benefits and opportunities for advancement, along with a collaborative work environment that promotes interaction and camaraderie among all team members.

Job Description / Requirements

• Provide an exceptional customer support experience for our clients
• First-level triage and resolution of client support requests via phone, email, and ticketing system
• Foundational support for Windows and Linux hosted environments, web servers, applications, and end-users
• Assist in the support and administration of Citrix XenApp/XenDesktop server farm
• Assist in the support and administration of Veeam backup & disaster recovery solution offerings
• Assist senior team members with systems administration duties within LCO data centers utilizing our OpenStack management platform
• Thorough documentation of issues, resolutions, and procedures in ConnectWise Manage

Required / Mandatory Skills

• Ability to use critical thinking and apply to problem‑solving skills
• Exceptional customer service and interpersonal skills are a must
• Foundational competency with SMTP, DNS, and TCP/IP
• Foundational knowledge of MS Windows Server and Active Directory
• Foundational understanding of virtualization concepts (VMware ESX, Hyper‑V, or equivalent)
• Basic LAN/WAN knowledge and troubleshooting capabilities
• Must be a quick learner with a desire to work in a team‑oriented environment

Desired / Optional Skills

• Citrix XenApp/XenDesktop or similar remote compute technologies
• PowerShell or other scripting experience a plus
• Veeam Backup Software
• ConnectWise Manage or equivalent PSA/ticketing platform
• AWS and/or Azure competency a plus

Qualifications

• Focus of study in Information Systems is an asset
• Minimum 2 years in the IT industry; internship and co‑op experience considered
• Excellent written and verbal communication skills
• Excellent time management skills and proven ability to multi‑task competing priorities
• A sense of urgency for task completion and customer satisfaction are a must

Cultural Fit

• Team members must share our common set of core values: Trust, Expertise, and Vision
• We have a strong sense of urgency and work with intensity. We want our clients to be served at the highest level as soon as possible.
• We believe that the employee/employer relationship is a two-way street based on give and take. With that comes mutual respect and flexibility on both sides.
• We believe that everyone should have a voice and a seat at the table. Your ideas are welcome here.
• We believe that happy Employees lead to happy Customers.
• We operate in a team environment, while also demonstrating the ability to take initiative on your own and be a self-starter.
• We believe that a strong work ethic, a drive for continuous improvement, and the ability to share a good laugh each day with your co‑workers are key ingredients for a successful team.