Information Technology Support Specialist

The Remote IT specialist will support the client technology and operational needs. The IT Support Specialist will be part of our managed services department to help support small to medium sized businesses with all technology support needs. The IT Specialist will have a diverse level of expertise providing Level 3 support to client's technologies, including but not limited to: Infrastructure, Domain Services, Network, Firewall's, VPN solutions, Backup and Recovery platforms, Cyber security, Cloud environments, Remote tools, etc.

Typical duties and responsibilities include, but are not limited to;

Manage Kaseya Operations Platform.

Resolve Escalated Helpdesk Tickets.

Project work includes new client onboarding, deployments, or migrations of servers and networks, providing infrastructure guidance to C-level clients, designs, and implementations.

Function as a Team Lead, and/or hands-on escalation support for the lower-level tiered support.

Provide support for various clients and infrastructures, including;

Wi-Fi, network switches, FW's, servers, network connections, ISP connectivity.

Supplemental support of peripherals.

Level 3 support;

Users: Account support, equipment support, and account maintenance.

Setup of user accounts, email, device shares, scanner, virtual devices, etc.

Software/OS maintenance, server stack upkeep, power management, and remote access management. Troubleshoot and maintain metal servers.

Support users within various environments Windows, MAC, LINUX, AD and Azure/O365Manage special projects with direction of the Managing Director.

Troubleshooting.

Work with the local teams to deploy new assets such as computers, printers, phones, and other IT-covered devices.

Reviews diagnostics and assesses the functionality and efficiency of systems.

Installs and updates software and hardware as needed.

Required Skills and Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required for this role.Bachelor's degree or 5 years' experience in Managed Services.

Must have knowledge of O365/M365 (Outlook, Teams, Sharepoint, OneDrive, Defender, etc.), Windows OS, Windows 10/11, Mac OS, Azure Cloud, and Windows Server, VMware/Windows Hyper-v.

Server support, RF scanner support, Android OS, Cisco network knowledge, printer support, and VOIP phone support experience are all pluses.

Networking: TCP/IP, MAC, VLAN, VPN, DHCP, FIREWALL, NAT, IPS, IDS, RADIUS, MFA.

Advanced Professional IT Certifications such as Microsoft Certifications (Azure, Windows Server, Hyper-V), CSSP, CISM, CISSP, CSSA, CompTia A, Project, Network is a plus.

Project implementation experience as a support role of 3 or more of the following:

Server migrations (P2P, P2V, V2V)

Firewall migrations (Upgrade or Replace) with a full understanding of setup and management of firewall technology (WAN, LAN, Policies, Routing, etc.)

Email Migrations

File Migrations to Cloud services

Active Directory/Domain Services

MFA/VPN Rollouts

New Line of Business Applications

Advanced diagnosis and troubleshooting skills of technical issues.

Ability to multi-task and adapt to changes quickly.

Technical awareness, the ability to match resources to technical issues appropriately.

Service awareness of all organization's key IT services for which support is being provided.

Understanding of support tools, techniques, and how technology is used to provide IT services.

Self-motivated with the ability to work in a fast-moving environment.

Extensive knowledge of various operating systems, hardware, software, and programming languages.

Excellent problem-solving skills.

Excellent attention to detail.

Exceptional troubleshooting abilities.

Excellent verbal and written communication skills.

Excellent verbal and written communication skills.

Exhibit a can-do attitude, strong interpersonal skills, including good relationship-building skills, and the ability to communicate with all levels of employees.

Excellent internal/external customer service skills, ability to be flexible, and work both independently, and as part of a team.

Possess and maintain excellent time management, customer service, strong analytic, organization, and prioritization skills, attention to detail, and problem-solving skills.

Ability to multitask and work on tight timelines.

Ability to manage sensitive and confidential situations effectively and professionally.

Salary Range- $90,000-$120,000

Expected Hours – 9 AM-5 EST

Overtime coverage can be required based on client needs

This position is fully REMOTE but may have some travel required when clients need it (10%)

The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.