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Tech Support II

St. Louis, MO 63146

Posted: 09/19/2019 Employment Type: Contract to Hire Job Category: Infrastructure Technologies Job Number: 12877

Adaptive Solutions Group is a premier provider of information technology personnel. We provide a variety of technical professionals available for contract, contract to hire, or direct placement positions to companies in and around the St. Louis, Kansas City, and Denver Areas.

 

We are currently looking for a Tech Support Specialist to join our team.

 

Responsibilities
  • Provide technical leadership to Service Desk technicians
  • Tier 2 incident and problem management, diagnosis, escalation, tracking, and resolution
  • Provide outstanding customer service and a positive support experience by interfacing directly with clients on issues, communicating with clients in a clear, concise manner
  • Serve as a functional escalation point and resolve technical issues the Service Desk is unable to resolve, escalating to Tier 3 when required
  • Follow established processes and standards, identify and propose improvements as necessary
  • Maintain a high-level knowledge of desktop, systems, network, and mobile technologies
  • Assist in developing technical documentation to improve training and service delivery
  • Act as a resource on projects
  • Provide preventative maintenance services for clients 2 - 4 times a month
  • Provide onsite client service as required
  • Provide after hours and on-call support as needed
  • Perform other duties as assigned

 

Required Qualifications
  • 1+ years industry experience, preferably in a managed services provider environment
  • Experience working in a team environment
  • Ability and comfort with working directly with clients
  • Excellent documentation skills, ability to write technical processes and procedures
  • CCENT license/certification
  • License and personal vehicle, willingness to travel locally
  • Experience installing and supporting Microsoft Windows 7 and Windows 10 Operating Systems
  • Strong experience with Microsoft Small Business Server, Windows Server, Exchange
  • Basic Cloud services
  • Virus/malware remediation
  • Active Directory
  • Network diagnostic tools
  • Knowledge of network protocols, technologies, services, and monitoring tools
  • Troubleshooting WAN/LAN technologies and associated routing and security
  • VPN technologies
  • Smartphones and tablets
  • Ability to read and understand error and application logs, event viewer and diagnose advanced problems
  • Understanding of priority levels and escalation processes
  • Intimate knowledge and troubleshooting ability
  • Disaster recovery
  • Understanding of DNS and movement of MX and A records
  • Active Directory and Group Policy application
  • Excellent verbal and written communicator, comfortable phone demeanor
  • Adhere to standards, policies, and procedures
  • Ability to handle emergency situations in a calm fashion, and lead teams in such situations as needed
  • Exceptional problem solving and leadership abilities
  • Strong attention to detail and deadline oriented
  • Desire to learn and mentor

 

Preferred Qualifications
  • Bachelor’ s Degree preferred, but not required
  • Microsoft Office O365 certification preferred
  • Experience installing and supporting Mac Operating Systems a plus

 

Adaptive Solutions Group is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.

Adaptive Solutions Group offers a competitive compensation and benefits package that includes medical, dental, STD/LTD, life insurance coverage, 401k, paid vacation and holidays.
Windows, Active Directory, network, server

Nick Bilpush

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