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Senior IT Support Specialist in Norfolk, VA at Vaco

Date Posted: 2/7/2019

Job Snapshot

Job Description

Vaco is currently in search of a Senior IT Support Specialist for a local Managed Service Provider. Prior Managed Service Provider(MSP) experience is REQUIRED for this opportunity. The specialist is responsible for maintaining user uptime and improving their computing experience through effective technical troubleshooting and system administration.

Essential Duties and Responsibilities include the following.

1. Installs, supports, configures, evaluates, maintains, monitors and analyzes software, servers, storage,

and virtualization systems in a Microsoft network environment.

2. Diagnose, configure and resolve complex network issues involving routers, switches and wireless

hardware including troubleshooting of network connectivity.

3. Identifies, troubleshoots, resolves and documents system reported issues while maintaining customer

satisfaction in every step of the service delivery.

4. Lead high priority tickets involving servers with data restoration, hardware repairs, disaster recovery,

or other critical requests escalated for Senior IT Support assistance.

5. Escalate and troubleshoot advanced issues involving third-party software vendors as needed for

proper resolution.

6. Provides updates, status, and completion information to manager, problem request tracking system,

and/or users, via voice mail, e-mail, or in-person communications.

7. Utilizes remote monitoring and management software to resolve complex client support requests.

8. Responds to client support request tickets, calls and emails, assign ticket severity, update service work

notes, and prioritize work to resolve level two support client issues.

9. Documents work, knowledge base, and reviews or improves support procedures and workflows to

provide leadership and assistance to other Support Specialists.

10. Cross-trains with NOC administrator duties to be available as backup resource and act as escalation for system NOC tickets as needed.

11. Establishes a high level of personal credibility and builds strong professional working relationships with client and their staff.

12. Maintains ownership of service tickets throughout the life span of the support request.

13. Act as an escalation point to other Support Specialists to train or resolve complex issues.

14. Collaborates and works with other staff and vendor support resources to resolve requests.

15. Participates in ongoing personal training and attainment of applicable technical certifications.

16. Provides updates, status, and completion information to manager, problem request tracking system,

and/or users, via voice mail, e-mail, or in-person communications.

17. Participant in ongoing personal training and attainment of applicable technical certifications.

18. Performs other related duties as assigned by the Support Supervisor.