What are the responsibilities and job description for the IT Support Specialist, Level II position at SUSE RGS?
This is a remote position.
POSITION SUMMARY
The IT Support Specialist will deliver quality technical support to remote employees with the ability to solve advanced problems. This includes a wide range of job duties from basic computer knowledge, installation of programs, phone and PC / Laptop setups to network and advanced application troubleshooting. Please notice, RGS is a 100% serverless environment, not a hybrid environment, with 90% macOS users and 10% Windows users.
DUTIES AND RESPONSIBILITIES
- Provide exceptional customer service to end users on Windows and macOS laptops.
- Provide advanced troubleshooting skills, and serve as first line of support for all RGS employees, responding to:
- Phone calls.
- Zendesk Tickets
- Answering emails.
- Electronic messages [Microsoft Teams, Slack, Zoom]
- Understand the process of the Onboarding and Offboarding of employes. [Full-time, Contingent and 1099 employees].
- Create different types of Azure AD Accounts and manage the required permissions.
- Manage Azure AD accounts and Windows assets in Azure and Intune.
- Administration of O365, Azure AD and Identity Access Management.
- Manage and configure macOS assets in Jamf Pro for:
- Image deployment.
- Configuration profiles.
- Setup O365 Auto-enrollment
- Keeping an updated list of tasks and projects
- Inventory control of deployed and non-deployed equipment.
- Document, track and monitor problems to ensure timely resolutions.
- Follow support processes, strive to improve processes and procedures where fit.
- Other duties as assigned.
Required Skills:
- The Level 2 Technician should be able to multi-task and work on projects until they are complete.
- 3-5 years of experience in a related service desk/technology environment, with 2 years of customer service.
- Heavy use of Windows and Mac OS devices
- Ability to work in Azure Active Directory & understanding of Security Groups, Distribution Lists, Cloud Account Management, Roles and Permissions.
- Properly record, track, and document the help desk request problem solving process including actions taken through to the final resolution.
- Respond in a timely manner to requests and issues, schedule video meetings and call backs to assist users.
- Strong organizational and time management skills
- Solid understanding of Office 365: Licensing [E3, E5, Business Premium, etc], Account Management, Administration.
- Onboarding and Offboarding: Account Management in O365 and Azure AD.
- Proven knowledge of previous experience with Zendesk, SalesForce or ServiceNow or other ticketingsystem.
- Strong troubleshooting knowledge in hardware and software.
Soft Skills:
- Must possess interpersonal, written, and verbal communication skills as well as strong organizational skills.
- Excellent customer service skills and a high level of independent decision-making are critical.
- Demonstrate patience when problem-solving complex or easy technical issues with diverse customers as a point of escalation for the IT Operations Manager.
- Most important soft skill: Self-starter with initiative and desire to learn.
Education:
- Associate or bachelor’s degree in computer science or equivalent years of work experience.
- One or more Certifications on: CompTIA A , Network Security, O365 Administration, Virtualization [Hyper-V, VMWare, AWS ec2, Azure VM, or Windows 365 VM’s].
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