senior Technical Support specialist (tier ii)Doxa7 Solutions Inc.

JOB DESCRIPTION
The Senior Technical Support Specialist (Tier II) is a critical part of our service team. This role will be part of the team that fills the role of “IT Hero” and swoops in to assist our Tier 1 team when more knowledge and experience are required to resolve an issue or fulfill a service request. This role requires strong communication skills in both written and verbal form, and strict adherence to established policy and best practices, but also requires a strong degree of critical thinking and problem-solving that cannot be scripted.
JOB QUALIFICATION
SCHEDULE: 8 AM - 5 PM Pacific Standard Time, follows Philippine Holidays
POSITION TYPE: Full Time
WORK ARRANGEMENT: Remote
ESSENTIAL FUNCTIONS
• Perform network administration responsibilities:
o Analyze and resolve complex LAN/WAN network or system infrastructure issues involving multiple products, vendors, networks, or systems
o Be knowledgeable of current and future threat landscapes, and knowledge of security best practices
o Provide technical guidance to other technical team members
o Assist in network architecture design, feasibility, and cost studies
• Handle the following system administration responsibilities: 
o Maintain and supports the integrity of the operating system environment and various computer systems
o Administer, install, and troubleshoot a variety of operating systems
o Perform systems maintenance tasks, such as system backup, recovery, and file maintenance
o Schedule installation and test system software upgrades
o Configure software and resolve a technical problem
o Monitor and maintain software licensing and maintenance agreements
o Install, maintain, and evaluate network systems and communications
o Troubleshoot the network issues with diverse scopes
o Install and support a variety of client-specific software packages
o Use remote support tools and ticketing systems to support clients using Microsoft environments
• Escalate service issues as needed to advanced technicians
• Perform documentation of all work in a ticketing system and expand company procedures to maintain a knowledge base
• Perform individual contributor duties, including monitoring the ticket queue for new tickets and self-assigning tickets based on current capacity and capabilities
• Communicate with customers via phone, chat, and email daily; communication skills and professionalism are critical to this role, and ensuring that our clients are satisfied with our services is key to success
QUALIFICATIONS
• A Bachelor’s degree in the related field
• 3+ years of experience with Cisco or Meraki technology, such as: Catalyst switches, ASA and firepower firewalls, IPSec VPN (ike v1 and v2), IOS routers, wireless access points
• Experience with Microsoft Windows Server and Active Directory
• Experience with VMware vSphere infrastructure, including ESXI and vCenter
• Possess skills equivalent to Cisco CCNA or CCNP in either routing and switching or security Certification not required
• 5+ years of intermediate to advanced network configuration and support
• 5+ years of intermediate to advanced server and virtual infrastructure configuration and support
• Knowledgeable in Windows desktops and end-user support, including Microsoft platforms such as AD, Azure AD, and M365/Exchange as the technology related to the role
• Intermediate knowledge of Windows servers 2008 - 2019
• 1-2 years’ experience with VMWare infrastructure (vCenter/ESXi)
• Experience with VMWare Horizon or other virtual desktop environments is also a plus
• Ability to handle logistics and coordination of Tier 2 ticket handling and service activities
• Strong proactive communication skills in both written and verbal form
• Must be a self-starter and eager to make a positive impact on the team, for the company, and for our customers
• Experience in a multi-client environment
• Analytical skills with particular attention to detail
• Experience using ConnectWise Automate and ConnectWise Manage platforms is a HUGE plus
• Aptitude in data management, analytics, reporting preparation 
OTHER JOB REQUIREMENTS
Education
Bachelor's Degree / College Degree
Field of study
Computer Science/Information Technology
Specialization
IT - Network/Sys/DB Admin
JOB BENEFITS
Health Card, Allowance
IT Technical Support