Overview:
As a skilled and highly motivated Advanced Technical Support Specialist, you configure, install, and troubleshoot IT and telephony systems for customers, ensuring the highest level of service and security.
This is an exciting opportunity for an experienced professional with a vital IT infrastructure and customer support background looking to take on more responsibility and develop in a dynamic environment.
Key Responsibilities:
Configure server, PC, network, and telephony hardware and software for customers focusing on security.
Perform on-site installation of servers, PCs, networks, and telephony systems, ensuring seamless functionality.
Troubleshoot server, PC, network, and telephony issues remotely and on-site for customers.
Provide ongoing administration support for customer IT environments, including server and network management.
Travel to customer sites as required for installation and troubleshooting tasks (business trips required).
Prepare detailed work records and project documentation for each customer engagement.
Document solutions and troubleshooting steps for future reference and continuous improvement.
Regularly report project status and troubleshooting progress to team leaders and project managers.
Conduct product research and market trend analysis as directed by your team leader.
Assist in drafting proposals and customer quotations upon request.
Manage projects, vendors, and subcontractors to ensure timely delivery and completion.
Provide incident response support based on situational analysis and customer needs.
Technical Qualifications:
The successful candidate will maintain up-to-date knowledge of the following technologies to provide secure, tailored IT solutions for customers:
Expertise with products from Microsoft, Citrix, VMware, and other major software vendors.
Proficiency with network devices from Cisco, Fortinet, Palo Alto, and other leading manufacturers.
Strong background in Unix/Linux and Windows server operation and maintenance.
Knowledge of security software and solutions for both servers and PCs.
Experience with Local Area Network (LAN) and Wide Area Network (WAN) technologies.
Familiarity with virtualization and storage technologies.
Experience with Managed Service Providers (MSP) and Managed Security Service Providers (MSSP) operations.
Understanding secure configuration guidelines such as CIS Benchmarks.
Required Skills and Experience:
Knowledge of network and web protocols (TCP/UDP, IPSEC, HTTP/HTTPS, BGP, OSPF).
Familiarity with network equipment (Palo Alto Networks, Fortinet, Cisco, Juniper, Aruba).
Experience with cloud services (MS365, Google Workspace, Zscaler, Prisma Access, CATO).
Competence with server infrastructure (VMware, Citrix, Windows Server, Linux).
Understanding security solutions (EDR, IDS/IPS, SIEM, CASB, SASE, SSE, WAF).
Experience with security consulting (GDPR, CCPA, CMMC, ISO27001, NIST).
Project management experience, particularly in office relocations, vendor control, and cabling.
Programming experience in multiple languages (Python, Java, etc.).