Job Description

Technical Support Specialist

OSG is looking for a talented Technical Support Specialist to work onsite at our Mt. Airy, NC location……

As a Technical Support Specialist , you will be part of a dynamic team supporting internal end users for OSG. We are looking for a candidate that is motivated and willing to pull up your sleeves and dive into the trenches with a fantastic group of teammates. You will be responsible for ensuring processes are documented, ITSM work is managed accordingly, hyper care support for C-Suite, and general Asset Management. When necessary, escalate issues/tickets to appropriate personnel.

 The position is Monday through Friday for 9 hours with a one-hour meal break included in that time. You will work directly with the NOC team while on shift. Weekend and off-hour work may be required.

• Preferably 7am to 4pm (ET)

This position reports to Manager of the Network Operations Center.

Responsibilities

• Serve as the escalation point for O365 Administration tickets incoming to the NOC

• Determine the best solution based on the issue and details provided by customers

• Walk team members through the problem-solving process via email, chat, or phone

• Direct unresolved issues to the next level of support personnel

• Follow-up and update customers and team members with status and information on extended tickets

• Assist with transition of certain functions (such as domains) as part of mergers and acquisitions providing input on transitions to OSG systems. This includes alerting through SolarWinds Orion and Pingdom.

• Identify and suggest improvements on procedures

Requirements

• 5-7 years of proven experience within complex corporate environments.

• Strong understanding of O365, working knowledge of Windows server administration.

• AWS, VMware, and HyperV working knowledge for troubleshooting and ticket remediation

• Ability to diagnose and resolve basic technical issues remote and on site as necessary

• Excellent communication skills both verbally and electronically (soft skills)

• Customer-oriented and cool-tempered

• Be able to work after hours when necessary to complete projects with other team members

Preferred skills

• O365 administration

• Experience patching and deploying software via Tanium

• Familiarity with Virtual systems (AWS, HyperV, VMware)

• Experience with Service-Now administration

• Familiarity with Okta

• Experience with Imaging using MDT

Education

• Preferred associates degree in IT related fields

Preferred Certifications

• MCSA

• O365 Administration

• AWS Certifications

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