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Technical Support Specialist
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Technical Support Specialist
Winxnet is a vibrant, growing and fast paced IT consulting firm. We are seeking a candidate to join our support team. If you have technical experience, a positive can-do attitude, and are customer-focused, this may be the right position for you.
The Technical Support Specialist position at Winxnet is part of the Tier 2 Team.
Staff members on the Tier 2 Team provide regular support and maintenance to a variety of customers. They also work directly with the Tier 3 staff in support of project implementations.
Responsibilities:
- · Work with dispatch for escalation on emergencies and tickets form Tier 1 or escalations to Tier 3 level support as needed
- · Work on escalations from Tier 1 (Help Desk)
- · Provide regular maintenance and support for assigned clients
- · Provide phone, on-site, and remote support as needed
- · Monitor status of all open tickets
- · Notify responsible manager / account manager of high priority problems, critical status changes, client complaints, call aging and training
- · Enter revised status information into the incident management system
- · Diagnosis skills of technical issues
- · Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
- · Update ticket with client response and time entry
- · Complete all assigned operational and procedural tasks
- · Assist with general administrative tasks as needed
- · Occasionally, based upon client need and staff availability, all staff will be expected to work after hours and weekends for pager duty and scheduled projects
- · Have a positive attitude, be self-motivated, reliable and customer-focused
- · Have excellent written and oral communication and interpersonal skills
- · Ability to multi-task and adapt to changes quickly
- · Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
- · Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- · Remote access solution implementation and support: VPN, Terminal Services, and Citrix
- · Windows XP, Window 7
- · Workstation and Laptop Hardware Support
- · Backup Software – configuration experience with more than one Backup Exec, DPM, Windows NT Backup, etc.
- · Anti-Virus – configuration experience with more than one A/V - Sophos, MacAfee, Trend, Norton, etc.
- · Working knowledge of Active Directory
- · Experience with Exchange and or virtualization is a plus
Desired Skills and Experience
General:
Technical Experience:
Winxnet, Inc. is an Equal Opportunity/Affirmative Action Employer.