Sr. Technical Support Specialist
Steven Lienhard
HotChalk, Inc.
Position: Sr. Technical Support Specialist
Location: Campbell, CA
Reports to: Director of Technology
Limited travel (<15%)
Description
HotChalk, Inc, seeks a self-motivated, flexible, and dedicated individual with strong technical and communication skills to perform complex windows, telecommunications, and network systems administration.
Under the
general supervision of the Director of Technology, the Senior Technical
Support Specialist support computer hardware, software, and network
systems. Installs and supports network servers, LAN and WAN components,
and telecommunications equipment. Provides hardware and software planning
and evaluation; provides problem solving and training for end users;
and ensures systems efficiency and integrity. Provides research and
support for new technologies to be used in multiple environments.
TECHNICAL QUALIFICATIONS
- Windows 7, Windows Server 2003/8 services & features (files sharing, print queues, WSUS, etc)
- Active Directory (group policies, user groups, etc)
- Email client/server administration (MS, Google)
- TCP/IP networking, VLAN/WLAN
- Software licensing, distribution, and patching
- Tier 2/3 support experience
RESPONSIBILITIES
- Responsible for providing on-site & remote support of end-user computing devices (computers, peripherals, handheld devices, etc)
- Develop, implement, and maintain policies and procedures for network administration
- Establish best-practices and policies for installing, configuring, and maintaining hardware (infrastructure)
- Manage and ensure optimal operation of all network hardware and equipment, including routers, switches, and UPS'
- Manage and sure effectiveness of security solutions, including firewalls, anti-virus solutions, and intrusion detection systems
- Integrate IP telephony systems with enterprise LANs, WANs, wireless LANs, and other Internet-based services and protocols
- Configure, image, and install hardware
- Perform moves, adds, changes (physical and system related)
- Assess, test, and provide an analysis on product and service recommendations on future growth needs
- Vendor management, monitoring, and SLA adherence
- Provides after-hours support as needed
REQUIRED SKILLS/EXPERIENCE
- 5+ years experience in technical support roles
- 3 + years experience in the network field
- 2+ years experience in a lead role
- Expertise in end-user support, including Windows/MAC operating systems & Active Directory
- Hands-on knowledge of SIP, TCP/IP, IEEE 802.11 protocols, etc
- Working technical knowledge of current network hardware, protocols, and standards
- Hands-on trouble-shooting skills of desktop, voice/data, and server devices
- Strong communication skills, written and verbal.
- Highly self-motivated and directed
- Ability to process multiple requests at one time, while maintaining focus on a commitment to strong client service and attention to detail
- Proven analytical and problem-solving abilities
PLUSES
- Bachelor's Degree in a computer-related discipline
- Certifications in A+, Net+, MCSE, CCNA, and/or CCNP
- Experience working in a service provider or academic environment
- Support experience with the following systems:
- Meraki/Cisco
- AdTran
- PolyComm
- Microsoft