Job title: Technical Support Specialist in Mount Airy, NC at OSG
Company: OSG
Job description: Technical Support Specialist
OSG is looking for a talented Technical Support Specialist to work onsite at our Mt. Airy, NC location……
As a Technical Support Specialist, you will be part of a dynamic team supporting internal end users for OSG. We are looking for a candidate that is motivated and willing to pull up your sleeves and dive into the trenches with a fantastic group of teammates. You will be responsible for ensuring processes are documented, ITSM work is managed accordingly, hyper care support for C-Suite, and general Asset Management. When necessary, escalate issues/tickets to appropriate personnel.
The position is Monday through Friday for 9 hours with a one-hour meal break included in that time. You will work directly with the NOC team while on shift. Weekend and off-hour work may be required.
- Preferably 7am to 4pm (ET)
This position reports to Manager of the Network Operations Center.
Responsibilities
- Serve as the escalation point for O365 Administration tickets incoming to the NOC
- Determine the best solution based on the issue and details provided by customers
- Walk team members through the problem-solving process via email, chat, or phone
- Direct unresolved issues to the next level of support personnel
- Follow-up and update customers and team members with status and information on extended tickets
- Assist with transition of certain functions (such as domains) as part of mergers and acquisitions providing input on transitions to OSG systems. This includes alerting through SolarWinds Orion and Pingdom.
- Identify and suggest improvements on procedures
Requirements
- 5-7 years of proven experience within complex corporate environments.
- Strong understanding of O365, working knowledge of Windows server administration.
- AWS, VMware, and HyperV working knowledge for troubleshooting and ticket remediation
- Ability to diagnose and resolve basic technical issues remote and on site as necessary
- Excellent communication skills both verbally and electronically (soft skills)
- Customer-oriented and cool-tempered
- Be able to work after hours when necessary to complete projects with other team members
Preferred skills
- Experience patching and deploying software via Tanium
- Familiarity with Virtual systems (AWS, HyperV, VMware)
- Experience with Service-Now administration
- Experience with Imaging using MDT
Education
- Preferred associates degree in IT related fields
Preferred Certifications
Expected salary:
Location: Mount Airy, NC
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