Technical Support Specialist

Winxnet is a vibrant, growing and fast paced IT consulting firm.   We are seeking a candidate to join our support team.  If you have technical experience, a positive can-do attitude, and are customer-focused, this may be the right position for you.

The Technical Support Specialist position at Winxnet is part of the Tier 2 Team. 

Staff members on the Tier 2 Team provide regular support and maintenance to a variety of customers.  They also work directly with the Tier 3 staff in support of project implementations.

Responsibilities:

• ·         Work with dispatch for escalation on emergencies and tickets form Tier 1 or escalations to Tier 3 level support as needed


• ·         Work on escalations from Tier 1 (Help Desk)


• ·         Provide regular maintenance and support for assigned clients


• ·         Provide phone, on-site, and remote support as needed


• ·         Monitor status of all open tickets


• ·         Notify responsible manager / account manager of high priority problems, critical status changes, client complaints, call aging and training


• ·         Enter revised status information into the incident management system


• ·         Diagnosis skills of technical issues


• ·         Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.


• ·         Update ticket with client response and time entry


• ·         Complete all assigned operational and procedural tasks


• ·         Assist with general administrative tasks as needed


• ·         Occasionally, based upon client need and staff availability, all staff will be expected to work after hours and weekends for pager duty and scheduled projects


• ·         Have a positive attitude, be self-motivated, reliable and customer-focused


• ·         Have excellent written and oral communication and interpersonal skills


• ·         Ability to multi-task and adapt to changes quickly


• ·         Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.


• ·         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, and Citrix


• ·         Windows XP, Window 7


• ·         Workstation and Laptop Hardware Support


• ·         Backup Software – configuration experience with more than one Backup Exec, DPM, Windows NT Backup, etc.


• ·         Anti-Virus – configuration experience with more than one A/V - Sophos, MacAfee, Trend, Norton, etc.


• ·         Working knowledge of Active Directory


• ·         Experience with Exchange and or virtualization is a plus

Desired Skills and Experience

General:

Technical Experience:

Winxnet, Inc. is an Equal Opportunity/Affirmative Action Employer.