Vinebrook Technology · 7 hours ago
Managed Services - IT Support Specialist
Raleigh, NC
Full-time
Remote
Entry Level, Intern/New Grad
0+ years exp
Maximize your interview chancesCloud ComputingDevOps
No H1B
U.S. Citizen OnlyHiring Manager
Emily Finney
Insider Connection @Vinebrook Technology
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Responsibilities
Triage tickets per specified severity levels
Refer/ escalate customer issues to the appropriate level of support, as needed
Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations
Perform basic troubleshooting steps such as checking logs, checking capacity, and running basic diagnostics across a variety of platforms including Linux/Windows servers, network devices, hypervisors, and storage systems
Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required
Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
Perform account management services – User Account creates/disables/terminations/name changes, etc.
Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs
Distribute scheduled reports to customers as required
Supporting end-users by diagnosing and resolving computer hardware, network, and application issues
Assist with cross-training of other team members, as needed
Perform other tasks as assigned by management
Note: There may some on-site activity, but this should be very rare.
Qualification
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Required
High school diploma required; college degree strongly preferred
Must be a U.S. Citizen •NO VISAS•
0-3 years in a technical support role
Experience providing customer support
Highly analytical thinker and troubleshooter
Detail oriented with excellent documentation and communication skills
Self-motivated, passionate about technology, with the desire to learn new things
Ability to use and troubleshoot Microsoft Windows, Office, Office365, and macOS
Foundational understanding of operating systems and servers, both physical and virtual.
Experience working with active directory to perform basic tasks, such as user creation and password resets
Windows: 2 years (Required)
Microsoft Teams: 2 years (Required)
Microsoft 365: 2 years (Required)
Preferred
Relevant entry-level certifications preferred: Google IT Support Professional, CompTIA A+, Network+, Security+, Microsoft MTA, ITIL v4 Foundation
Experience in 24x7x365 Managed Services preferred
Experience using ITSM and Monitoring toolsets
Mac OS: 2 years (Preferred)
Associate (Preferred)
Benefits
401(k)
Dental insurance
Health insurance
Health savings account
Paid time off
Vision insurance
Company
Vinebrook Technology
Vinebrook Technology offers cloud computing, SaaS, DevOps, wireless networking, security, and managed IT services.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase
