IT Support Specialist

ECMSI•Struthers, OH

32d•$50,000 - $70,000•Onsite

About The Position

The System Administrator is responsible for the full support life cycle as it pertains to the current partner base of the company. This position builds a strong relationship with Clients to assist them in maintaining the best products and services by developing a thorough understanding of their business and technology needs. Essential Duties and Responsibilities: Work with Clients to develop a deep understanding of their needs and translate those needs into product requirements that satisfy their demands Receive requests for service and products details from customers and provide timely responses Effectively communicate features and benefits of solutions and manage prospect expectations throughout the lifecycle of the account Maintain in-depth product knowledge of the service offerings of the company IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft. Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, etc. Engineer and implement system solutions for customers using technologies that meet their needs Work with our Project & Security Teams to develop solutions. Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security Remote access solution implementation and support: VPN, Terminal Services System documentation and consulting services to include system reviews and recommendations Communication with Clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages Additional Duties and Responsibilities: Attend meetings and ensure opportunities are compliant with company policy Improve customer service, perception, and satisfaction Ability to work in a team and communicate effectively Escalate service or project issues that cannot be completed within agreed service levels Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry Develop in-depth knowledge of the services and how it relates to partner needs Document internal processes and procedures related to duties and responsibilities Responsible for entering time and expenses in ConnectWise as it occurs Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University Enter all work as activities or service tickets into ConnectWise

Requirements

5 to 10 years’ experience (Certifications are a plus)
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Diagnosis skills of technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: 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
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast-moving environment
Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Fortinet, Cisco CCNA, or VMware VCP
IT support: 4 years (Required)
High school diploma or equivalent is required; an associate's degree in a related field is a plus.
Basic understanding of computer hardware, software, and networking principles.
Strong problem-solving skills and a passion for technology.
Excellent communication skills and the ability to work well in a team environment.
Willingness to learn and adapt to new technologies and systems.

Nice To Haves

relevant internships or coursework in IT support is preferred.

Responsibilities

Work with Clients to develop a deep understanding of their needs and translate those needs into product requirements that satisfy their demands
Receive requests for service and products details from customers and provide timely responses
Effectively communicate features and benefits of solutions and manage prospect expectations throughout the lifecycle of the account
Maintain in-depth product knowledge of the service offerings of the company
IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft.
Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, etc.
Engineer and implement system solutions for customers using technologies that meet their needs
Work with our Project & Security Teams to develop solutions.
Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Remote access solution implementation and support: VPN, Terminal Services
System documentation and consulting services to include system reviews and recommendations
Communication with Clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Attend meetings and ensure opportunities are compliant with company policy
Improve customer service, perception, and satisfaction
Ability to work in a team and communicate effectively
Escalate service or project issues that cannot be completed within agreed service levels
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
Develop in-depth knowledge of the services and how it relates to partner needs
Document internal processes and procedures related to duties and responsibilities
Responsible for entering time and expenses in ConnectWise as it occurs
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
Enter all work as activities or service tickets into ConnectWise