Senior IT Support Specialist

Description

General Summary: NetGain Technologies is seeking a technical individual capable of receiving, diagnosing, and troubleshooting problems that cannot be resolved by L1 and L2 engineers. The Senior IT Support Specialist will work these problems through to completion using advanced technical skills, highly developed troubleshooting techniques, and superior problem-solving aptitude. This role requires maintaining proper communication with clients throughout the issue resolution process. Creative thinking and problem-solving are core functions of this role.

Position Responsibilities:

• Investigate and resolve complex issues escalated from Level 2 support related to networks, servers, cloud infrastructure, and VoIP systems.
• Provide expert-level troubleshooting and problem-solving for critical IT systems.
• Collaborate with various IT teams to implement long-term solutions for recurring issues.
• Develop and maintain technical documentation and knowledge-base articles to reduce escalations and enable teammates.
• Mentor and provide technical guidance to junior IT support staff.
• Stay current with emerging technologies and industry best practices.
• Work outside normal office hours to undertake routine maintenance or resolve problems when necessary.

Knowledge, Skills, and Abilities:

• Essential Skills:
• In-depth knowledge of various operating systems, including Windows Server and Windows Endpoint.
• In-depth knowledge of network protocols, firewalls, and security best practices.
• Experience with VoIP systems and troubleshooting voice issues.
• Excellent problem-solving and analytical skills.
• In-depth knowledge of Windows Server, Active Directory, and Group Policy Objects.
• Personal Characteristics:
• Highly motivated self-starter, able to work on own initiative with minimum supervision and committed to self-development.
• Desire to constantly learn and improve with a proactive approach to service delivery.
• Well-organized and practical with a logical, analytical approach to problem-solving.
• Excellent communicator with the ability to communicate clearly and tactfully with all levels of staff, both written and verbally.
• Ability to problem-solve high-pressure issues.
• Enjoys a challenging yet rewarding environment; ability to manage conflicting priorities effectively and professionally.

 Credentials and Experience:

• Must have at least one certification or be working towards one upon hire:
• Windows Server Hybrid Administrator
• M365 – Enterprise Administrator Expert
• Cisco Certified Network Associate
• 3+ years of relevant service in a data center/NOC environment.
• 2-year college degree or equivalent (4-year degree preferred).