Overview
The ideal candidate possesses an enthusiastic, and growth-oriented, personality capable of thriving in a fast-paced dynamic environment. Passionate about technology and providing outstanding experiences for our clients. We seek team members who are focused on providing excellent customer service, a hunger to get their hands on multiple Infrastructure technology environments and can resolve issues related to desktop and application technologies.
Responsibilities
• Provides onsite and remote end user support
• Acts as a primary point of escalation from Tier 2 service desk agents
• Provides mentorship, training, and information leadership/coaching to System Specialists I
• Communicates effectively with clients and internal team members
• Uses tools available to research solutions and provide assistance to clients
• Demonstrates strong problem solving instincts
• Listens and seeks to fully understand client requests to exceed expectations of service
• Knowledge of systems and applications used to support a call center environment
• Understands Information Technologies and is passionate to expand knowledge
• Actively participates in learning opportunities and completes assigned curriculum in a timely manner: applies knowledge to continuously improve the customer experience
• Completes projects and tasks as assigned by management
• Knowledge of Windows Active Directory (User Management/Administration/Group Policy)
• Advanced knowledge of Common desktop applications including Microsoft Office Suite
• Advanced knowledge of common TCP/IP services including HTTP, FTP, DNS, and DHCP
• Ability to problem solve independently, initiates knowledge publication
Qualifications
• High school or equivalent, bachelor’s degree preferred.
• 5+ years of relevant technical and customer service experience in systems analysis, implementation, and support for current technologies.
• One or more of the following (or approved similar) certifications are required:
o Microsoft Azure Fundamentals
o Google Foundational
o VMware VCTA
o Cisco CCST
o M365 Certifications
o Fortinet NSE4
o ComptTIA Network+
o ComptTIA A+
o Apple Certified Support Professional
o Note: Certification list and requirements are subject to change based on technology trends and business needs. All Covered does provide training, reimbursement, and bonus structure for certification achievement.
• Performs work and solves problems independently and with limited supervision.
• Handles technical issues and problems, escalates appropriately to solve difficult challenges.
• Candidate possesses and demonstrates working knowledge of the following technologies:
o Current Windows Desktop and server Operating Systems
o Windows Active Directory/Azure (User Management/Administration/Group Policy)
o Common desktop applications including Microsoft Office Suite
o Current Exchange Server/M365/Mail services
o Supporting firewalls, switches, and security functionality.
o Common TCP/IP services including HTTP, FTP, DNS, and DHCP
o Current Cloud services and technologies including Virtualization, RDP, etc
• Initiates knowledge publication and serves as a knowledge approver in their area of expertise.
