Technical Support Specialist, Level 2 (Overnight)

About the position Responsibilities • Provides advanced application and infrastructure support, network administration, desktop troubleshooting, and server management across multiple environments. • Works independently during overnight and weekend shifts, often in a solo capacity. • Navigates complex technical resolution efforts and utilizes an escalation matrix effectively. • Adheres to client service level agreements and team performance goals while prioritizing, resolving, and escalating issues. • Communicates technical information clearly and effectively to clients. • Documents client communication and resolution efforts via internal ticketing system. • Maintains professionalism, confidentiality, and integrity while accessing client data/systems. • Assists security team in monitoring client environments for suspicious activity and responds to security alerts. • Mentors and provides training to internal team members regarding tools and incident response best practices. • Complies with all company policies and procedures. Requirements • An associate's or bachelor's degree in computer science or related field. • 3+ years of advanced troubleshooting experience (networking, server/OS, desktop, virtualization). • 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. • 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. Nice-to-haves • Strong proficiency in Office365 administration and troubleshooting. • Knowledge of public/private cloud (e.g., Azure) and virtualization technologies. • Microsoft or other technical certifications highly desired. • Expert level troubleshooting skills in a Windows environment. • Expert level proficiency in Microsoft Exchange and Active Directory. • Strong knowledge of LAN/WAN administration and troubleshooting proficiency. • Proficient knowledge of Cybersecurity, Network Monitoring, and Endpoint Management tools. • Previous experience working within ticketing systems (Connectwise preferred). • Apple/Macintosh/iPhone/iPad experience. Benefits • PTO - earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+ • 401k - Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions • 7 paid holidays each year plus 1 Floating Holiday per Year and 2 After 5 Years of Service • Medical, Dental, Vision - Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs • Telemedicine options available • $100K Life/AD&D policy provided for all employees, free of charge • Employee Assistance Program - free financial consultation, counseling services, and more • $80/Month Cell Phone + Internet Reimbursement Apply tot his job Apply To this Job