Technical Support Specialist II - Onsite & Remote IT Support

Port Cyber Corporation; Kensington (MD); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Travel opportunities

Job summary

Port Cyber Corporation seeks to grow its technical team to provide fixed-price IT support to small and mid-size businesses in the DC metro area. The Technical Support Specialist Level 2 will own and resolve client incidents, respond to network/server alerts, and perform onsite support as needed to maintain maximum uptime.

You will collaborate with Support Services staff, maintain documentation, and participate in ongoing training and on-call rotations to deliver exceptional service to clients.

Qualifications

• Two-Year or Four-Year Bachelor's degree in Computer Science or Information Systems, or other related disciplines
• Certifications: CompTIA A+, Network+, Security+, MCSE, VMware

Responsibilities

• Respond to and resolve client incidents via remote and on-site desktop support.
• Resolve client system outages and coordinate client communication.
• Maintain ownership of multiple client issues and incidents while independently researching reliable and scalable solutions.
• Facilitate hardware orders and deploy new workstations.
• Update client documentation and standard procedures.
• Maintain response SLAs and follow standard operating procedures for triage and troubleshooting.
• Collaborate with other Support Services staff to ensure a positive and effective client experience.
• Provide regular status updates to Director of Support Services and other senior staff.
• Attend regular individual and team supervision meetings.
• Maintain top-level customer service and communications, both written and verbal, within Port Cyber and with clients.
• Participate in training and development of customer service and technical skills.
• Participate in Port Cyber on-call rotation

Skills

Desktop support

Customer service

Verbal communication

Written communication

Education

Bachelor's degree in Computer Science or Information Systems

Tools

Windows

Mac OS

Job description

Port Cyber Corporation seeks to grow its technical team to provide fixed-price IT support to small and mid-size businesses in the DC metro area. The Technical Support Specialist Level 2 will own and resolve client incidents, respond to network/server alerts, and perform onsite support as needed to maintain maximum uptime.

You will collaborate with Support Services staff, maintain documentation, and participate in ongoing training and on-call rotations to deliver exceptional service to clients.