Senior Technical Support Specialist to operate as the primary client facing representative to assist in analyze and resolving issues related to networks, w

Our client is seeking a Senior Technical Support Specialist to operate as the primary client facing representative to assist in analyze and resolving issues related to networks, workstations, operating systems in a Microsoft environment from the perspective of a MSP.

Job Summary:

The Technical Specialist will play a critical role in working with diverse clients in analyzing and resolving technical issues related to servers, storage, workstations, backup systems, and network infrastructure. This role requires a keen eye for detail, strong problem-solving skills, and the ability to communicate effectively within an Managed Service Providers (MSPs) environment

Responsibilities:

• Analyze and resolve ticket issues involving servers, storage, workstations/laptops, backup systems, LAN/WAN infrastructure, routers, switches, firewalls, and operating systems using approved remote management tools.
• Engage with clients and MSPs to understand and address technical problems.
• Follow existing architecture guidelines to troubleshoot and resolve issues without creating new architectures.
• Provide excellent customer service, acting as a middleman between clients and technical teams.
• Assist with rework and ensure issues are thoroughly resolved.
• Support network infrastructures, including Active Directory, DNS, DHCP, file servers, group policy, user accounts, and network infrastructure monitoring.

Must Have:

• At least 10 years of experience in IT support.
• Minimum of 2 years of experience in a similar role working in a Managed Service Provider (MSP) environment.
• Proficiency in Microsoft products, including Microsoft 365, Entra, Teams, and Windows desktop and server operations and administration.
• Diagnosing and resolving network issues, including switches, routers, and firewall operations and administration.
• Network infrastructure support, such as Active Directory, DNS, DHCP, file servers, group policy, user accounts, and network infrastructure monitoring.

Nice to Have:

• Certifications in relevant technologies (e.g., Microsoft Certified: Azure Administrator, CompTIA Network+).
• Familiarity with additional remote management and monitoring tools.
• Experience with advanced network configurations and security protocols.