A growing, locally owned and operated IT managed service company has immediate openings for an experienced IT support specialist to provide technical support to its managed service customers in the San Francisco East Bay. The support specialist will have primary IT responsibility for a group of clients, ensuring the overall quality of the client's IT infrastructure and operation. Ideal candidates are highly motivated to deliver IT solutions to multiple customers across numerous industries.
The IT Support Specialist's duties include, but are not limited to:
Both remote and on-site customer IT support. Troubleshoot and detect root cause issues for customer IT issues. Provide support -- proactively through industry best practices, addressing monitoring warnings/alerts, and responding to customer-submitted calls and tickets in a timely manner.
Within our customer facing ticketing system: track and record all requests, document problem descriptions and actions taken, from initial request to final resolution.
Configure and maintain Windows servers and operating systems. Set up active directory, domains, storage systems, and backups.
Install and maintain/tune PCs, operating systems, software packages, and troubleshoot hardware and software problems on laptop and desktop systems.
Assess, support, install, and troubleshoot client WAN and LAN network infrastructures. Work with ISP's to configure internet services. Configure network communications between a mix of devices (firewalls, routers, switches, wireless access points) and Windows systems.
Install and configure our IT monitoring systems.
Identify opportunities for IT support process improvements (technical, operational, or service-oriented).
Document client IT infrastructures and IT processes.
Escalate complex issues to appropriate subject matter experts: staff colleagues and solution partners.
Implement backup solutions (both on-site and cloud).
Qualified candidates will possess the following basic experience, skills, capabilities:
Minimum of 3-years of progressive IT support experience.
Detailed knowledge of desktop technologies, including: Windows XP, Windows 7, Mac OS X. Experience with Microsoft Office suite.
Experience with Windows server administration (Server 2003, 2010): virtual servers, terminal services.
Exchange 2007, 2010, Hosted email (POP3 & imap).
Solid networking skills (TCP/IP, DNS, routing, subnetting, etc.). Experience with configuring and supporting LAN and WAN networks, VPNs, firewalls, wireless networks, and Internet communication technologies (VoIP experience also helpful).
Exceptional customer communication skills. Skills related to writing and documenting configuration and installation processes is necessary.
Lifting and carrying of personal computers and peripheral equipment, movement of equipment on carts, loading and unloading of equipment from motor vehicles, and operation of motor vehicles.
Must have own transportation and a valid California Drivers License.
* The IT Support Specialist position offers challenging work, career growth opportunities, skill and experience growth, and a pleasant work environment. Full medical/dental benefits, 401(k), PTO days and holidays. * If you are interested and qualified, please respond with a cover letter and resume.