Job Description

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Title: IT Support Specialist/Engineer (II)
Duration: FTE - Direct Hire
Location: Bee Cave, TX

The IT Support Specialist/Engineer (II) is responsible for providing advanced technical support and troubleshooting for IT systems, resolving complex technical issues, and assisting in the maintenance of the organization's IT infrastructure. This mid-level position involves handling escalated issues from the support team, managing system configurations, and ensuring the smooth operation of networks, servers, and software systems. The ideal candidate should have solid experience in IT support, strong problem-solving skills, and a deep understanding of network and system administration.
Responsibilities

• Advanced Technical Support: Provide second-level support by addressing escalated technical issues that the Tier I support team cannot resolve, including hardware, software, and network-related problems.

• Troubleshooting: Diagnose and resolve complex IT issues, such as server errors, system crashes, application failures, and network disruptions. Collaborate with senior IT staff for advanced troubleshooting when necessary.

• Data Knowledge and Structuring: Have working knowledge of SQL, Python and other query languages to support the organizations movement towards a data centric approach to reporting.

• Infrastructure (SCADA) Support: Assist in the maintenance, configuration, and monitoring of IT infrastructure components, including servers, networks, storage systems, and virtual environments.

• System Administration: Perform system administration tasks such as user account management, software updates, patch management, and security monitoring in Windows.

• Network Support: Support the management and troubleshooting of LAN/WAN networks, firewalls, switches, and VPNs. Assist in configuring and maintaining network security protocols.

• Documentation & Reporting: Create and maintain detailed technical documentation for troubleshooting procedures, system configurations, and network diagrams. Provide reports on recurring issues and system performance.

• Collaboration & Escalation: Work closely with IT team members and other departments to resolve technical problems, escalating critical issues to senior engineers or external vendors when necessary.

• System Upgrades: Assist with the planning and implementation of system upgrades and new hardware/software installations, ensuring minimal disruption to business operations.

• User Training: Provide training and guidance to junior IT support staff and end users on advanced technical processes and best practices.

• Other: Perform all other duties as assigned.

Requirements
Requirements

• Preferred degree in Computer Science, Information Systems, or related

• Minimum of 3 years of experience of general systems administration

• Relevant Microsoft Azure or 365 certification(s)

• ITIL Foundations Certification (or complete within 90 days of hire date)

• Sound troubleshooting skills which include leveraging the OSI model

• Understanding of network segmentation in a cloud environment

• Working knowledge of PowerShell scripting

• Working knowledge of Microsoft System Center products (SCCM, SCOM, SCOrch, SCSM)

• Have the frame of mind to thrive in a matrix management environment, and the ability to meet strict deadlines, prioritize & delegate

• Ability to multi-task and manage internal and external customer expectations

• Effective written and verbal communication skills, including technical documentation & report writing

• Availability to participate in an on-call rotation

Skills Required