Technical Support Specialist Job In Oh

Technical Support Specialist

  • Company: The Go2IT Group
  • State: Ohio
  • Type: Full Time
  • Rate: Commensurate with experience
  • Description:

    The Technical Support Specialist provides technical support to end users in a desktop, server and infrastructure environment. Strong analytical, planning, organizing and problem-solving skills are needed to be successful in this position. The ability to support the installation and maintenance of client PC/Server hardware and software with the ability to perform network deployments is required.  In addition to remote support, the technician must be able to visit clients onsite using company vehicle.

    •    IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft, VMware, Hyper-V, etc.
    •    Correct faults and provide resolution of complex problem tickets
    •    Remote access solution implementation and support: VPN, Terminal Services, etc.
    •    Perform PC and network troubleshooting and upgrades
    •    Network support and troubleshooting
    •    Perform network analysis and capacity planning
    •    Assist in the creation of processes and procedures for client network operations
    •    Contribute to the administration of network backup and disaster recovery
    •    Contribute to the planning and implementation of multiple projects
    •    Participate in on-call rotation

    Additional Duties and Responsibilities:
    •    Improve customer service, perception, and satisfaction.
    •    Ability to work in a team and communicate effectively.
    •    Escalate service issues that cannot be completed within agreed service levels.
    •    Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
    •    Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
    •    Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
    •    Document internal processes and procedures related to duties and responsibilities.
    •    Responsible for entering time and expenses in ConnectWise as they occur.
    •    Work through a daily schedule in ConnectWise that has been established through the dispatch process.

    Additional information:
    •    Excellent verbal and written skills
    •    The ability to diagnose a wide array of technical issues in an ever-changing environment
    •    Knowledge of Windows operating systems
    •    Knowledge of Windows Server 
    •    Experience with Microsoft O365 
    •    Understanding of network switches, routers, and firewalls is required
    •    Virtualization with Microsoft Hyper-V and/or VMWare experience a plus.
    •    Troubleshooting, initiative and professionalism are of utmost importance.
    •    Bachelor’s degree preferred or equivalent work experience/certifications (A+, Network+, CCNA, CCSP, MCP, MCSE, and MCSA)

    Company Benefits:
    •    Healthcare plan
    •    Prescription Drug Plan
    •    Vision Plan
    •    Dental Plan
    •    Life Insurance/Disability Insurance
    •    Paid Time Off
    •    Empowering Work Environment

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