IT Field Support Specialist II

TruAdvantage•San Francisco, CA

2d•Onsite

About The Position

IT Support Specialist II is a mid-level role with over two to four years of experience and a strong technical aptitude. This person is a good communicator and a person who can manage a client well and build a good relationship with them. The pace and demands in this role are usually much greater than level 1. They should be prompt and knows the importance of communicating timelines and progress to clients. This person will be involved in projects and should be skillful at pre-project work, scoping, and briefings with each client on each project. They should then be capable of solving problems in complex environments rich in Servers, Internetworking, VPN's, firewalls, backup systems and more. The more truly capable the engineer is in all these areas, the higher the utility value.

Requirements

Expertise required with desktop operating systems (Windows 10, 11, macOS)
Working knowledge of Microsoft 365 SaaS Apps and administering them
Experience working with Microsoft Server OS and Cloud Infrastructures (Windows Server 2016, 2019, 2022, and Azure)
Skilled in TCP/IP and troubleshooting network and Internet connectivity such as DHCP and DNS
Working knowledge of relationship between switches, wireless APs, firewalls, patch panels and connecting nodes to a network
Working Knowledge of Wireless Technologies, Firewall Technologies, and Network Topologies
Excellent verbal and written English communication skills
College degree in a related field
Minimum 2 years’ experience in networking, LAN, WAN, vLAN, routing, and firewall support
Minimum 2 years’ experience in Server OS & hardware, installation, configuration, and support
Minimum 2 years’ experience in data backup and recovery, and cybersecurity tools and platforms
Minimum 2 years’ experience in cloud infrastructures, VPN and SASE, remote access, and VDI support
Obtained at least one relevant certification.
Solid dependable engineer, follows directions and maximizes billing opportunities
Consistently receives great client feedback

Nice To Haves

Self-motivated and high level of enthusiasm
Enjoys helping people, no matter how simple the problem
Enjoys sharing information, supporting others, and working on a team to achieve team goals
Understands that the success of individuals is measured by the success of their teams
Ability to provide accurate time estimates for how long a task will take
Ability to pay close attention to detail while performing technically detailed task
Ability to quickly learn new technologies and adapt to rapid changes
Ability to articulate technical information clearly and simply to non-technical people

Responsibilities

Provide world-class IT services to our customers
Maintain excellent customer relationships with all clients
Always demonstrate a high degree of professional conduct
DAILY time entry accounting for at least 8.0 hours
Documentation of client environments and networks
Scope and execute small to mid-size project within scoped budget and timeline
Assist Sr. Engineers on larger projects
Visit client sites and perform onsite services
A valid driver’s license is required as an essential function of this role involves regular travel to client sites, which cannot be reasonably accommodated by other means
On-Call Rotation as Scheduled
Ensure ticket resolution occurs within the timeline
Installation, configuration, troubleshooting, and customization of Microsoft 365 environments, Azure Infrastructures, VDI environments, as well as on-premises server and network infrastructures.
Administration of enterprise email platforms, directory services, users and groups management, remote access services, file and folder permissions, and print services.
Installation and configuration of backup disaster recovery (BDR) appliances, and capable of performing data restores, image restores, BDR virtualization, and defining/designing backup strategy and process.
Takes full ownership, a personal interest, and responsibility for, quality of work performed. Then follows through to ensure complete resolution.