Position: IT Support Specialist (Tier II)

Place of Work: Fairfax, VA

Citizenship: US Citizen or Permanent Residents

License/Certification: MCSE, MCITP, CCNA, CCNP, VCP, or Similar

Summary:

SPN Solutions Inc. is an MSP (Managed Service Provider) and is seeking an IT Support Specialist, Tier II, on a full-time, permanent basis for our Fairfax, VA office. The ideal candidate will work directly with team lead, team members, customers, and partners providing expertise in hardware and software installations, troubleshooting and configuration recommendations. This position reports to the Service Manager. Excellent communication and problem-solving skills are essential for this role, as you will be responsible for communicating technical issues and solutions to both technical and non-technical stakeholders. This role will include local travel within Virginia, Maryland, and Washington, DC. on an as needed to best serve our clients. Mileage will be compensated.

Duties:

• Exceptional customer service and organizational skills with a proven ability to manage multiple calls and tickets with minimal supervision.
• Ability to constantly balance multiple tickets and request in high pressure situations and will take escalations from Tier 1.
• Provides advanced level installation, support, and maintenance of servers, core infrastructure (switching, routing, firewall) and other computer systems.
• Efficiently manages configuration of desktops, servers, core infrastructures and services (IIS, e-mail, AD, DNS, DHCP etc.).
• Must be a team player and collaborate with other coworkers.
• Assists with planning for and responding to client project needs when applicable.
• Must be able to diagnose problems quickly and correctly with computer systems and introduce the best solution.
• Will be responsible for taking calls on an On-Call rotation.
• Travel to customers’ offices when needed (reliable transportation is required). Mileage will be reimbursed accordingly.

Required Experience:

• Minimum 5 years of experience in an IT support role.
• BS degree in Computer Science or equivalent related experience.
• Supporting/troubleshooting end user hardware, software, and peripherals including printer/fax/scanner troubleshooting.
• Experience working with the ConnectWise ticketing system (or similar).
• Enterprise level networking (switching & routing) troubleshooting experience.
• Hands-on Microsoft Windows Server 2012, 2016,2019 or later experience.
• Microsoft Windows Server Roles: AD, DNS, DHCP, DFS, IIS, GPO, RDS.
• Office 365 administration knowledge or experience including hybrid environments.
• Hands on equipment experience (rack, and stack, physical wiring).
• Advanced performance analysis and troubleshooting skills and strong documentation skills.
• Use enterprise monitoring tools (i.e., Auvik) for applications, servers, and enterprise architecture.
• Perform all aspects of systems infrastructure administration for directory services and identity management systems (e.g., Active Directory, multi-factor authentication, single sign-on, and certificate management systems) and enterprise IT services (e.g., web, email, financial, Microsoft 365, data analytics).
• Perform Public cloud Azure / AWS provisioning, including accounts, resources, and subscriptions.
• Manage and set priorities for the design, maintenance, development, and evaluation of all infrastructure systems, including LANs, WANs, Internet, intranet, security, wireless implementations, computer devices, and telephone/VoIP systems.
• Practice IT asset management, including maintenance of component inventory and related documentation.
• Manage daily monitoring, technical support, and administration of systems, networks, servers, and communications.
• Provide After Action Reports and or Lessons Learned, following major outage.
• Lead and execute patch management and software deployment for, and reporting on, all enterprise user, system, and network devices.

Preferred Experience:

• Prior MSP Experience (A Must).
• Certifications including MCSE, MCITP, CCNA, CCNP or VCP
• PowerShell scripting
• Microsoft Azure
• Firewall installation & configuration (Cisco Meraki is a plus)
• Backup Solutions: Acronis, Cloud Backup and DR

Experience:

• Helpdesk: 4 years (Preferred)
• Active Directory: 4 years (Preferred)
• M365 admin: 4 years (Preferred)
• Switching & Routing: 4 years (Preferred)
• ConnectWise PSA Ticketing System: 2 years (Preferred)
• Hardware - technical troubleshooting: 4 years (Preferred)