IT Support Specialist, Level II

at  SUSE RGS

POSITION SUMMARY

The IT Support Specialist will deliver quality technical support to remote employees with the ability to solve advanced problems. This includes a wide range of job duties from basic computer knowledge, installation of programs, phone and PC / Laptop setups to network and advanced application troubleshooting. Please notice, RGS is a 100% serverless environment, not a hybrid environment, with 90% macOS users and 10% Windows users.

Required Skills:

• The Level 2 Technician should be able to multi-task and work on projects until they are complete.
• 3-5 years of experience in a related service desk/technology environment, with 2+ years of customer service.
• Heavy use of Windows and Mac OS devices
• Ability to work in Azure Active Directory & understanding of Security Groups, Distribution Lists, Cloud Account Management, Roles and Permissions.
• Properly record, track, and document the help desk request problem solving process including actions taken through to the final resolution.
• Respond in a timely manner to requests and issues, schedule video meetings and call backs to assist users.
• Strong organizational and time management skills
• Solid understanding of Office 365: Licensing [E3, E5, Business Premium, etc], Account Management, Administration.
• Onboarding and Offboarding: Account Management in O365 and Azure AD.
• Proven knowledge of previous experience with Zendesk, SalesForce or ServiceNow or other ticketingsystem.
• Strong troubleshooting knowledge in hardware and software

Soft Skills:

• Must possess interpersonal, written, and verbal communication skills as well as strong organizational skills.
• Excellent customer service skills and a high level of independent decision-making are critical.
• Demonstrate patience when problem-solving complex or easy technical issues with diverse customers as a point of escalation for the IT Operations Manager.
• Most important soft skill: Self-starter with initiative and desire to learn

Education:

• Associate or bachelor’s degree in computer science or equivalent years of work experience.
• One or more Certifications on: CompTIA A +, Network + Security, O365 Administration, Virtualization [Hyper-V, VMWare, AWS ec2, Azure VM, or Windows 365 VM’s]

• Provide exceptional customer service to end users on Windows and macOS laptops.
• Provide advanced troubleshooting skills, and serve as first line of support for all RGS employees, responding to:
• Phone calls.
• Zendesk Tickets
• Answering emails.
• Electronic messages [Microsoft Teams, Slack, Zoom]
• Understand the process of the Onboarding and Offboarding of employes. [Full-time, Contingent and 1099 employees].
• Create different types of Azure AD Accounts and manage the required permissions.
• Manage Azure AD accounts and Windows assets in Azure and Intune.
• Administration of O365, Azure AD and Identity Access Management.
• Manage and configure macOS assets in Jamf Pro for:
• Image deployment.
• Configuration profiles.
• Setup O365 Auto-enrollment
• Keeping an updated list of tasks and projects
• Inventory control of deployed and non-deployed equipment.
• Document, track and monitor problems to ensure timely resolutions.
• Follow support processes, strive to improve processes and procedures where fit.
• Other duties as assigned.

Required Skills:

• The Level 2 Technician should be able to multi-task and work on projects until they are complete.
• 3-5 years of experience in a related service desk/technology environment, with 2+ years of customer service.
• Heavy use of Windows and Mac OS devices
• Ability to work in Azure Active Directory & understanding of Security Groups, Distribution Lists, Cloud Account Management, Roles and Permissions.
• Properly record, track, and document the help desk request problem solving process including actions taken through to the final resolution.
• Respond in a timely manner to requests and issues, schedule video meetings and call backs to assist users.
• Strong organizational and time management skills
• Solid understanding of Office 365: Licensing [E3, E5, Business Premium, etc], Account Management, Administration.
• Onboarding and Offboarding: Account Management in O365 and Azure AD.
• Proven knowledge of previous experience with Zendesk, SalesForce or ServiceNow or other ticketingsystem.
• Strong troubleshooting knowledge in hardware and software.

Soft Skills:

• Must possess interpersonal, written, and verbal communication skills as well as strong organizational skills.
• Excellent customer service skills and a high level of independent decision-making are critical.
• Demonstrate patience when problem-solving complex or easy technical issues with diverse customers as a point of escalation for the IT Operations Manager.
• Most important soft skill: Self-starter with initiative and desire to learn.

Education:

• Associate or bachelor’s degree in computer science or equivalent years of work experience.
• One or more Certifications on: CompTIA A +, Network + Security, O365 Administration, Virtualization [Hyper-V, VMWare, AWS ec2, Azure VM, or Windows 365 VM’s].