- Server Troubleshooting: Handle server hardware and software issues- Network Support: Assist with network configurations, maintenance, and troubleshooting- Escalation Support: Provide support to Level 1 technicians and handle escalated tickets- Operational Projects: Participate and lead operational projects to maintain, secure, and improve internal and client environments- Client Projects: Participate in client projects such as new deployments and onboarding- Security: Implement and manage basic security measures like antivirus, EDR, firewalls and backups- Documentation: Create and maintain detailed technical documentation for systems and processes- Server Deployment: Configure and deploy servers- Domain Support: Manage and support Active Directory (AD) and Group Policy (GPO) including user account management, group memberships, and policy settings- Virtualization Support: Configure, deploy and maintain virtualization environments- Cloud Support: Configure, deploy and maintain cloud environments- Onsite Leadership: Provide leadership of onsite support for projects- Ticket Management: Log and manage support tickets with proper documentation and escalation- Customer Support: Provide support to clients via phone, email, or chat- Software Installation: Install and configure server software and applications- Problem Management: Develop and implement root cause analysis on common or recurring issues- On-call Support: Participate in the on-call rotation to provide after hour support- Level 1 Coverage: Backup level 1 technicians during staffing shortages or support surges- Other duties as assigned
1-4 years
- Preferred certifications: Apple Certified Support Professional, Certified Ethical Hacker, Cisco Certified Network Associate, CompTIA CASP+, CompTIA Cloud+, CompTIA CySA+, CompTIA Linux+, CompTIA PenTest+, CompTIA Project+, Dell PowerEdge Foundations, GIAC Security Essentials, Microsoft 365 Certified: Administrator Expert, Microsoft Certified: Azure Network Engineer Associate, Microsoft Certified: Azure Virtual Desktop Specialty, Microsoft Certified: Identity and Access Administrator Associate, Microsoft Certified: Information Protection and Compliance Administrator Associate, Microsoft Certified: Windows Server Hybrid Administrator Associate, Systems Security Certified Practitioner
- High school diploma or equivalent- At least 2 years experience in service IT, ticket based work- Experience with managing, troubleshooting and deploying servers- Experience troubleshooting, managing and configuring networks- Technical Expertise: Advanced understanding of operating systems (Windows, Linux, macOS), networking (TCP/IP, DNS, DHCP), and server management (AD, Group Policy, RAID, bonded networks, etc.)- Project Management: Basic project management skills to participate effectively in operational and client projects- Security Knowledge: Understanding of cybersecurity principles and practices- Communication: Enhanced ability to explain technical concepts to non-technical users- Mentorship: Provide training and mentorship to Level 1 technicians- Required certifications: CompTIA A+, Microsoft 365 Fundamentals or higher, CompTIA Net+ or equivalent, CompTIA Security+ or equivalent, CompTIA Server+ or equivalent, Criminal Justice Information Services, Microsoft Certified: Azure Fundamentals or equivalent, Nerdio MM-100, Watchguard Security Essentials, Zultys Certified Systems Expert
High School
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