IT By Design
The Technical Support Specialist is responsible for handling second and third level support of service requests.
Essential Duties and Responsibilities:
• Improve customer service, perception, and satisfaction.
• Backup/recovery of Windows Servers
• Deployment of Active Directory domain services across multiple sites/subnets, Administration, Migration, Group policy Objects, WSUS, etc.
• DNS, DHCP, AD administration
• Experience, Office 365 or Microsoft Azure or Amazon Web Services
• Understanding of CSAT and SLA’s
• Record/Documenting and respond to technical incidents and requests using the Service Desk ticketing system while adhering to performance metrics
• Fast turnaround of customer requests
• Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
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