Late Shift - Technical Support Specialist
Intertec International
San Francisco de Heredia, Costa Rica - America Free Zone
hace 7 días

Position Type : Description :

Description : Job Description

Job Description

  • Provide first tier response and troubleshooting to after hours support requests via phone, email & chat tools
  • o Document issue description, troubleshooting steps and time spent in ticket tracking tool (Connectwise)

    o Triage and escalate issues to senior technical resources

    o Clearly and regularly communicate with customers and team members

  • Monitor customer network environments to provide both proactive and reactive support
  • Perform proactive maintenance of customer environments including :
  • o Server OS and application updates

    o Network device firmware updates

  • Meet response time and billable hour expectations
  • Requirements

  • 2+ years providing IT support, system and network administration service
  • o Experience working in a Managed Service Provider environment (preferred)

  • Outstanding written and verbal communication skills
  • Excellent customer interface and support skills
  • Hands-on, production experience supporting, maintaining and updating Windows Servers (all versions)
  • o Experience with update management tools (e.g. WSUS)

    o Experience maintaining and updating Linux and VMware vSphere / ESXI servers desirable

  • Experience performing firmware updates for network devices including firewalls, switches, and wireless access
  • Experience with virtualization (VMware vSphere, Hyper-V) and public cloud (Microsoft Azure, Amazon Web Services)
  • Experience with network / infrastructure monitoring tools (LogicMonitor and LabTech / Connectwise Automate preferred)
  • Experience troubleshooting server backup issues
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