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Open nowFirst seen 4 days ago

XTN-7BD7475 | CHIEF TECHNOLOGY OFFICER (CTO)

KMC Solutions Inc1,595 open roles

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Your applicationOpen nowXTN-7BD7475 | CHIEF TECHNOLOGY OFFICER (CTO)KMC Solutions Inc

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on KMC Solutions Inc's own form.

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. KMC Solutions Inc postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 4 days ago

KMC Solutions Inc median: 1 days open

The posting

Functional overview

We are interested in hiring a Support Specialist to work as a member of our Service Delivery Team. This person will be responsible for handling second level support of service requests in a professional and timely manner. This relates to all technology - including workstations, printers, networks, and vendor specific hardware and software.

Duties and responsibilities

  • Diagnose and understand high level break/fix issues affecting the following technologies: Citrix Virtual Apps and Virtual Desktops including hosted infrastructure Windows Server 2012/2016/2019 Sonicwall Security Appliances Cisco ASA/Meraki devices Networking Infrastructure On premise ESXi infrastructure Ubiquiti Unifi WAPs Microsoft 365 Mimecast Email Security macOS and Mac related professional software
  • Manage and triage tickets daily based on SLA response and resolution matrix including client urgency and time.
  • Accurately and efficiently document client issues, support tasks, research and time allocated to client support.
  • Communicate over the phone and email in a professional matter with customers regarding their current break/fix issues
  • Coordinate and implement system solutions for customers using technologies that meet their needs and industry standards
  • Be a mentor and a strong escalation point of contact for Level 1 Support Analysts

Minimum qualifications

  • Significant operational knowledge of multiple operating systems and services not limited to Windows 10 and Windows Server versions
  • Knowledge of support and administration of Microsoft 365 and Exchange Online including creation of new accounts, adding/modifying transport rules, setting retention policies and more
  • Significant knowledge of how email flows from one organization to another.
  • Active Directory proficiency and understanding of file permission troubleshooting and best practice required
  • Familiarity with Group Policies and the roles they play in an organization
  • Know Azure Active Directory including SAML authentication for third party applications
  • Understanding of core networking technology and protocols including but not limited to TCP/IP, vLAN, DHCP, VPN and TLS/SSL
  • Ability to create and modify ACL/NAT rules to allow inbound/outbound traffic to/from LAN on firewalls and other networking devices
  • Understanding of Citrix Virtual Desktops and Apps and underlying infrastructure including Citrix Netscalers, Citrix Storefront, Citrix Studio, Citrix Director and SQL Server
  • Hyper-V and VMware management and troubleshooting including expanding Datastores, VM resources, restoring VM Snapshots, understanding vMotion and troubleshoot underlying physical host infrastructure
  • Registrar administration, including but not limited to SPF Records, DKIM, and domain SSL
  • Familiar with Powershell and using cmdlets to administer Microsoft 365 tasks, Active Directory reporting along with advance troubleshooting techniques to address break/fix issues.
  • Awareness of cyber-security best practices and remediation activities
  • Prior ITSM ticketing, and MSP experience required. (ConnectWise experience not required but a plus)
  • ITIL/ITSM- Incident management, Change Management, Problem Management, Root Cause Analysis
  • ITIL certification and understanding - a plus
  • Strong ability to diagnosis and resolve single end-user issues as well as systems/environment level
  • Technical awareness: Ability to match resources to technical issues appropriately
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Interpersonal skills such as telephony skills, communication skills, active listening, and customer-care
  • Ability to multi-task and adapt to changes quickly while being detail oriented
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment
  • Full-time, non-exempt role
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