Technical Support Analyst (Level II)

In this role you will provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access

Support the end users, including installation, upgrades, maintenance, troubleshooting, and diagnostics to determine solutions and alternatives.

Management and/or troubleshooting of the following technologies:

• Azure Cloud
• Microsoft Windows Server
• Remote Desktop Services (Multi-Server Farm w/ Secure Gateway)
• Active Directory and Group Policy
• Microsoft Exchange and/or Office 365 Exchange Online
• Remote Access VPNs
• 8x8 Phone system
• Mobile devices (Apple and Samsung)
• Intune (Autopilot)

Qualifications:

• 5 years of Desktop Technical Support or related experience.
• Provides support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customer's satisfaction.
• Experience with any of the following: ConnectWise, Solarwinds, Cisco
• Networking Infrastructure including WIFI (WAPS), Firewalls, Switches, VPN, SDWAN
• Good understanding of Active Directory: users/groups and Office 365 Administration.
• PC/Workstation migration and setup
• Experience with Office 365 and Microsoft's Software/Applications.
• Windows Server and workstation and MACS knowledge.
• Knowledge of networking fundamentals (TCP/IP, subnetting, routing) and essential server administration (Active Directory user/group management, Exchange mailbox creation)
• Ability to troubleshoot and configure hardware such as printers, laptops, etc.
• Good understanding of firewalls to get clients remotely connected with VPN.
• Experience working with and providing support utilizing Remote Management Tools.