Technical Support Specialist, L2

Description

Why clients love us: We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts! 

Essential Duties/Responsibilities:

As a senior member of the Managed Operations Center, the Technical Support Specialist, Level 2. will provide expert-level technical support to managed services clients in a 24/7/365 environment and will be responsible for the following...

• Provides advanced application and infrastructure support, network administration, desktop troubleshooting, and server management across multiple environments, working on behalf of managed services clients.
• Adhering to client service level agreements and team performance goals while prioritizing, resolving and/or escalating issues in accordance with Company policy.
• Communicates technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients.
• Effectively documenting client communication and resolution efforts via internal ticketing system in accordance with Company standards. 
• Maintaining a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments.
• Assists security team in monitoring client environments for suspicious activity/threats and responds quickly to security alerts and incidents in accordance with Company standards. 
• Mentors and provides training to internal team members regarding Managed Operations Center tools, policies, and incident response best practices.
• Complies with all company policies and procedures.
• Other responsibilities as assigned.

Note: This position is eligible for full remote status for individuals who will work from a home office in state with Managed Solution payroll operations. Individuals located in San Diego county, California, will be required to work as assigned, which may include working onsite from our headquarters; working from a remote home office; or reporting to a client site.

Requirements

Shift/Availability Requirements: Managed Solution operates on a 24x7 basis, supporting clients around the globe. Shifts are assigned by management in accordance with Company needs. 

Education and Work Experience Requirements:

• An associate’s or bachelor’s degree in computer science or related field, as well as 3+ years of advanced troubleshooting experience (networking, server/OS, desktop, virtualization). Equivalent combinations of education and/or experience will be considered. Previous experience in a multi-client Managed Services and/or Managed Security Operations Center helpdesk environment is strongly preferred. 1+ years of demonstrated success in an overnight capacity at a multi-client Managed Services Provider is strongly preferred.
• Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members.
• Demonstrated history of taking ownership/accountability of assigned tasks.
• Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment.
• Excellent oral and written English communication skills.
• Demonstrated integrity and the ability to maintain client confidentiality.

Technical Skills/Competencies:

• Strong proficiency in Office365 administration and troubleshooting required. Additional knowledge of public/private cloud (e.g., Azure) and virtualization technologies a plus.
• Microsoft or other technical certifications highly desired and may be required for employment.
• Expert level troubleshooting skills in a Windows environment, including desktop and server OS.
• Expert level proficiency in Microsoft Exchange and Active Directory
• Strong knowledge of LAN/WAN administration and troubleshooting proficiency including DHCP, DNS, VLAN's, firewalls (Fortigate Manager), NAT, wireless technology. The ability to configure switches is a plus.
• Proficient knowledge of Cybersecurity, Network Monitoring, and Endpoint Management tools: Perch, LogicMonitor, SentinelOne, etc.
• Previous experience working within ticketing systems required (Connectwise preferred)
• Previous experience working in Managed Services Operatio