Senior Technical Support Analyst (Tier 3)

Job Summary

Senior Technical Support Analysts at GCS are expected to have and maintain a high level of technical competence over a very large range of products. They will be expected to learn new products and technologies quickly and constantly. In addition, they are expected to have top notch communication skills. This is not your typical corporate help desk. We support hundreds of organizations and thousands of end users in extremely variable environments

Essential Duties and Responsibilities

• Microsoft Azure and Office 365 Administration.
• Provide remote technical support to customers calling for various technical issues.
• Provide on-site technical support to customers as needed.
• Must have flexible after-hours availability for implementation and deployment tasks.
• Track time and provide troubleshooting notes as you work

Requirements

Desired Technical Knowledge

Technicians are expected to have intermediate knowledge of the following technologies, along with the ability to quickly advance that knowledge.

• Microsoft Exchange and Office 365 deployment and migration experience.

• Windows Server and Desktop OS (all versions)

• Familiarity with MacOS and Linux operating systems.

• Common Desktop Applications (Office, etc.)

• Familiarity with VOIP solutions, such as Ring Central

• Common Networking/Internet Services (DHCP, DNS, Domain Registration, etc.) · Experience supporting Microsoft Exchange and Microsoft SQL (all versions)

• Experience managing server Backup applications (Datto, Veeam, Appassure/Rapid Recovery)

• Virtualization Technologies (VMware vSphere and Hyper-V)

• Basic Scripting knowledge (PowerShell, Bash, Python)

• Standard Networking (Routing, Switching, Firewalls. Specifically: Meraki, Sonicwall, Cisco, and Dell)

• Familiarity administering Remote Desktop Services

Additional Requirements

• Participate in after-hours support escalation rotation.

• Must pass background screening.

• Must be able to lift 20 lbs.

• Ability to work in a team and communicate effectively.

• Responsible for entering billable time and notes into ticketing system in real time

Certifications: Preference is given to well certified individuals.

Experience: 5+ years experience in a help desk or network support position.

Education: Degrees are valued but not required. We prefer experience and certifications

Benefits

• 75% to 100% work-from-home options
• Flexible Paid Time Off
• Medical/Dental/Vision Insurance available
• Life and AD&D Insurance
• Disability Insurance

GCS is an equal opportunity employer. GCS is a certified small business.