Responsibilities:
· Provide advanced remote technical support to clients over the phone using remote control tools
· Conduct onsite advanced technical support at client location as needed
· Diagnose and resolve server, storage and network infrastructure issues
· Ensure client networks remain stable with maximum uptime through proactive and reactive technical support
· Work with application vendors in troubleshooting application performance and errors
· Build solid, long-term relationships with team members and our clients
· Continue skills development; maintain proficiency in current technologies
Products and Services:
· Windows Server 2016, 2019, & 2022
· VMware or Microsoft Hyper-V virtualization technologies
· Storage Area Network Architectures
· Backup and Recovery technologies
· Citrix and Microsoft Remote Desktop Services
· Firewalls, Routers and Managed Switches (Fortinet, Cisco)
· LAN / WAN / Wireless networking hardware and software technologies
· Systems Management Software (HP Insight Manager, Dell OpenManage)
Behavioral Traits, Attitudes and Skills:
· Exceptional listening skills; ability to translate client description to technical detail
· Excellent skills in communicating step by step directions over the phone
· Excellent oral and written communication skills
· Attention to detail in both challenging and mundane tasks
· Highly professional and personable at all times
· Strong internal strength and focus to overcome technical challenges
· Ability to work independently and with a team to meet goals and objectives
· Possess and portray a level of self-confidence, yet know when to seek advice from teammates or vendor partners
· Driven to learn new products and technologies by actively pursuing education and certification
· Develop and maintain a high level of competency with the technologies supported
Prerequisites:
· Real world experience in an advanced level network administration or technical support role
· Strong communication and interpersonal skills
· Strong analytical and organizational skills
· Desire to do what it takes to solve technical challenges
· Industry certifications from CompTIA, Microsoft, Fortinet, Cisco or VMware
· Minimum of a four-year college degree or equivalent experience
· Advanced level knowledge of Server Operating Systems, Storage Area Network Architectures, Network Applications and LAN / WAN / Wireless Technologies