Hosting Support Technician (5-7 yrs)

Title : Hosting Support Technician

Experience : 5years +

Location : Remote

The Hosting Support Technician II is responsible for providing remote technical support to users efficiently and accurately. The Hosting Support Technician II is the front line, and responsible for solving basic and intermediate technical problems. Their objective is to quickly identify and resolve customer technology issues.

- Answer incoming Hosting Support calls and emails.

- Create tickets and collect basic client information such as :

1. Company information.

2. User.

3. Issue.

4. Who's affected

- Perform intermediate troubleshooting and support services :

1. Password resets.

2. Fix broken mapped network drives.

3. Add/remove AD users.

4. Operating systems and patch management.

5. Add printers (Local and Networked).

6. Install/troubleshoot application software.

7. Troubleshoot network connections.

8. RDS / Terminal Services troubleshooting.

9. Adding, updating, and maintaining client runbook service

- Perform intermediate troubleshooting (Expected resolution time of 30 minutes or less).

1. Review application issues.

2. Identify and address network outages.

3. Troubleshoot group policies.

4. Troubleshooting site-to-site and point-to-site VPN issues.

5. Address network connectivity issues.

6. Review server space issues.

- Other duties, as assigned.

- Minimum of 3 years of experience in a Service Desk or IT support position.

- Comptia A+, Net+, Sec+ Certifications prefered

- Strong Windows Server knowledge.

- Working knowledge of Terminal Services and related technologies.

- Ability to problem solve and troubleshoot.

- Excellent verbal and written communication skills.

- Detail-oriented and organized.

- Ability to multitask and excellent time management skills.

- Work as a proactive team member in an office setting.

- Fast-paced learner with 1-2 week training period.

- Ability to work nights and weekends, as determined.