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Senior Technical Support Specialist
2 months ago
We are seeking a highly skilled and experienced Senior Technical Support Specialist to join our team at Remote Staff. As a key member of our technical support team, you will be responsible for providing level 3 support, troubleshooting, and maintaining Azure virtual desktop infrastructure.
Key Responsibilities- Provide expert-level technical support to customers via phone, email, and remote access.
- Troubleshoot and resolve complex technical issues related to Azure virtual desktop, infrastructure, and network.
- Collaborate with the TAM team to execute patching and change control processes.
- Manage day-to-day monitoring of servers and networks, ensuring all issues are logged and resolved in a timely manner.
- Ensure backups have completed successfully on a daily basis, and any issues are logged and resolved promptly.
- Manage the day-to-day change control process within defined guidelines, coordinating change windows and communicating with customers and other staff members.
- Document cases, recommendations, and resolutions into the knowledge base for internal purposes and customer access.
- Contribute to documentation that may assist in reducing support load.
- Provide accurate timing estimates on work.
- Maintain a high level of collaboration with staff from other areas of the business.
- Share knowledge and upskill peers.
- Contribute to the company's professional standards, working closely with the Head of MS and other senior engineers.
- Discuss technical solutions with clients and provide innovative new ideas to solutions.
- Maintain a high awareness of industry issues and trends, particularly in regard to accessibility, usability, performance, and emerging technologies.
- Time permitting, this role may be involved in onboarding new customers, including building relevant infrastructure and assisting with migration tasks.
- Minimum of five years' experience in a technical customer support environment with experience as a level engineer.
- Understanding of infrastructure, on-prem, and virtual desktop (mostly Azure) - Cloud experience is a requirement.
- Proficient in Office365.
- Well-versed in IT/cyber security.
- Experience with ticketing systems.
- Understanding of Change Management.
- Network experience - proficient in FortiGate (troubleshooting).
- Understanding of backups and software.
- Nice to have Nerdio (backup) experience.
- Nice to have Linux experience.
- Strong written and verbal communication skills, as well as strong listening skills.
- Domain management knowledge.
- Azure/Microsoft certifications.
- ITIL and ITSM certification, desirable.
As a Senior Technical Support Specialist at Remote Staff, you will have the opportunity to work with a talented team of professionals, contribute to the company's growth and success, and develop your skills and expertise in a dynamic and challenging environment.
