Technical Support Specialist III

SUMMARY OF FUNCTIONS:

As a Technical Support Specialist III, this role involves designing, implementing, and maintaining network infrastructure for multiple clients, ensuring optimal performance, security, and reliability. The Technical Support Specialist III is expected to have strong technical expertise, excellent problem-solving skills, and the ability to work in a fast-paced, client-focused environment.

BASE PAY AND COMPENSATION:

The Technical Support Specialist III will receive an hourly wage starting at $38.00 per hour up to $55.00 per hour. This position is a full-time position and may be required to work some weekends and holidays as needed.

BENEFITS:

• Employer-Contributed Health Benefits
• Employer-Contributed Dental & Vision Insurance
• Employer-Contributed Life Insurance
• 401K Retirement Plan
• Flexible Spending Account (FSA) Health Care Program
• Employee Training and Certifications
• Paid Holidays - 10 Days
• Paid Sick Leave
• Paid Vacation Time
• Company Sponsored Luncheons and Fully Stocked Kitchen

KEY RESPONSIBILITIES:

• Design, implement, and manage network systems including routers, switches, firewalls, and load balancers.
• Monitor network performance and ensure high availability and reliability across client environments.
• Troubleshoot and resolve network-related issues promptly, providing escalation support when necessary.
• Perform network maintenance and upgrades, including patches and firmware updates.
• Develop and enforce network security policies, disaster recovery plans, and backup procedures.
• Conduct regular network performance testing and generate detailed reports.
• Collaborate with internal teams and vendors to optimize network services.
• Provide technical support and guidance to clients and junior staff.
• Stay current with emerging technologies and best practices.
• Performs review audits of client’s current information systems.
• Perform Disaster Recovery functions for supported end clients.
• Perform Network and Security Audits.
• Oversee and administer client’s network servers, network infrastructure, peripheral devices, and workstations.
• Monitor performance and maintain security of LANs. Work with multiple hardware and software platforms.
• Ensure the integrity and security of enterprise data on host computers, multiple databases.
• Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.
• Utilize our organization’s monitoring software/hardware used in maintaining the client’s network infrastructure.
• Deployment and installation of workstations, hardware and software at client locations.
• Driving to client sites to deliver goods and perform maintenance and troubleshooting as described above.
• Driving is a core job function, and alternative transportation methods would not meet operational needs.

QUALIFICATIONS:

• Bachelor’s degree in computer science, Information Technology, or related field.
• 3–5 years of experience in network engineering, preferably in an MSP environment.
• Strong knowledge of network protocols (TCP/IP, DNS, DHCP, TCP/IP) and routing/switching technologies.
• Experience with firewalls, VPNs, SD-WAN, and network security principles.
• Familiarity with cloud networking (AWS, Azure) and virtualization technologies.
• Proficiency in network monitoring tools and remote management systems.
• Relevant certifications such as CCNA, CCNP, CompTIA Network+ or Security+ are a plus.
• Excellent communication and customer service skills.
• Ability to work independently and participate in on-call rotations.
• Ability to legally operate a motor vehicle in California and maintain a driving record that meets company safety standards.
• Employment is contingent upon successfully completing a Criminal Justice Information Service (CJIS) background check, as required by law
• Background check and drug screen will be conducted after a conditional offer of employment is made.

SKILLS & KNOWLEDGE:

• Ability to work independently and achieve high standards to meet multiple deadlines.
• Explicitly proficient communicator, including writing, speaking, editing, proofreading.
• Ability to work on small and large projects with great attention to detail.
• Adept in developing and maintaining strong relationships with management, staff, vendors, and clients.
• Exhibit a high degree of professionalism, balanced business judgment, tact, and diplomacy.
• Excellent problem-solving skills, in both mundane and highly sensitive, albeit complex situations.
• Interpersonal skills such as telephony skills, communication skills, active listening, and client-care.
• 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.
• Scripting skills (PowerShell) for automation tasks.
• Understanding and defining the 7 layers of OSI model.
• Experience in SAN, Nas, ISCSI,RAID
• Experience in Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support.
• Experience with VoIP systems and wireless networking.
• Mail protector Migration and DNS configuration Skills.
• Experience in Active Directory Support, Microsoft Windows, Microsoft Exchange, and Windows Server Support.