Job Summary:
Futura Services is currently seeking an IT Support Specialist II. The primary focus of the Support Specialist is to provide general network and computer administration/support to Futura customers. A key component of this role is being responsive and providing consistent quality customer service. This will include but is not limited to immediate analysis of customer problems; implementation of corrective actions to restore function and development and implementation of preventative actions to avoid recurrence; act as the single point-of contact for problem escalation and resolution for external customers; record and potentially escalate all incidents while maintaining accountability and ownership until issue is resolved; create documentation that will serve as a reference for troubleshooting issues for other analysts in the future; and perform customer follow-up to verify final resolution and determine satisfaction level. Participate in developing the Knowledge Base by contributing articles related to troubleshooting tips and techniques and be willing to work with others to assist in these efforts.
Competencies:
- Communication: Strong oral and written communication skills as well as the ability to explain technical concepts to a non-technical audience is a must.
- Problem Solving: Expert level troubleshooting and problem resolution skills. Ability to apply general rules to specific problems to produce effective solutions.
- Customer Service: Possess a strong understanding of the importance of customer service. Must demonstrate patience, active listening, and a willingness to help people.
- Drive for Results: Accepts responsibility for results-based outcomes. Promotes sense of urgency when necessary. Looks to overcome obstacles or barriers when performing.
- Time and Task Management: Candidate needs ability to be able to manage tasks, time and projects to prioritize and complete tasks, and projects in a fast-paced environment.
- Team work: Posses the ability to work individually as well as within the Team and with other Teams to collaborate and work to achieve positive end-results as a Company, to deliver exceptional services to customers. Travel up to 20% 24x7x365 on-call rotation
- Ability to work in fast paced fluid environment with multiple customers and configurations
- Ability to learn 3rd party Software and administration of it and management of it.
Previous work at MSP.
Job Function:
- Desktop, Laptop, and Mobile Device Support: Troubleshoot and resolve issues (device, software, and operating system) for end-users. Ensure device is operating and updating properly. Perform endpoint scanning and remediation, analyze faults in applications/operating systems, and address other issues that may arise.
- Server Administration: Troubleshoot and resolve issues identified with server hardware and/or software. Examples may include but are not limited to, server faults, backup faults and errors, application faults and errors, and other technical issues to include DHCP/DNS/FTP/AD/GP Administration). (Minimum 1-year Windows Server administration required). Must be comfortable doing daily administration on servers.
- Hardware Configuration: Build and/or configure new hardware including Windows-based PCs, Office365 Administration desirable but not necessary. Experience administration of servers and virtualization technologies desirable but not necessary. Experience in administration/management of firewalls, routers and switches is desirable but not necessary. Experience providing Windows PC Productivity Software Product support required (MS Office, Browsers, Email)
Education and Certifications:
- Minimum A or N or equivalent certificates or work experience (MS Networking Essentials, MS Desktop Certification -MCDST)
- A Bachelor’s degree in IT or related field with a minimum of three years of experience. A higher number of years of experience may be substituted for a college degree.
- Technical Degree or relevant certifications are a plus.
Equal Opportunity: Amtech Software is proud to be an Equal Employment Opportunity Employer. We follow a policy of equality and inclusion in all aspects of employment including employment policies, practices, hiring, performance management, promotions, discipline, and termination. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.