Senior-Level IT Support Specialist

Job Description:

Responsibilities:

1. Technical Leadership:

   • Provide advanced technical support and guidance to junior IT support staff serving as a subject matter expert and mentor.
   • Act as a point of escalation for complex technical issues collaborating with team members and other departments to resolve critical incidents promptly.
   • Lead troubleshooting efforts for escalated hardware software and network issues utilizing advanced diagnostic tools and techniques.

2. System Administration and Infrastructure Management:

   • Manage and maintain IT infrastructure components including servers networking equipment and cloudbased services.
   • Implement and enforce IT policies procedures and best practices to ensure security compliance and optimal performance.
   • Perform system administration tasks such as server provisioning configuration management and disaster recovery planning.

3. Project Management:

   • Lead IT projects and initiatives from planning and implementation to postproject evaluation and documentation.
   • Coordinate with stakeholders to define project requirements timelines and deliverables ensuring alignment with business goals and objectives.
   • Track project progress manage resources effectively and communicate updates to key stakeholders.

4. Technical Documentation and Training:

   • Create and maintain technical documentation including system configurations standard operating procedures and troubleshooting guides.
   • Develop and deliver training programs for endusers and IT staff covering IT tools processes and security awareness.
   • Promote knowledge sharing and continuous improvement within the IT team through regular training sessions and knowledge transfer activities.

5. Vendor Management and Relationship Building:

   • Manage relationships with IT vendors and service providers evaluating products and services negotiating contracts and ensuring SLAs are met.
   • Collaborate with vendors to troubleshoot technical issues escalate support requests and implement solutions that meet business requirements.
   • Stay informed about emerging technologies and industry trends evaluating their potential impact on the organization and recommending relevant solutions.

Qualifications:

1. Education: Bachelors degree in computer science information technology or related field. Advanced certifications such as CompTIA Security Cisco Certified Network Associate (CCNA) or Microsoft Certified Solutions Expert (MCSE) are preferred.

2. Experience:

   • 5 years of professional experience in IT support roles with demonstrated expertise in providing technical support system administration and project management.
   • Proven track record of leading IT projects from conception to completion including budgeting resource allocation and stakeholder communication.
   • Experience with ITIL (Information Technology Infrastructure Library) or other IT service management frameworks is a plus.

3. Technical Skills:

   • Advanced knowledge of operating systems (Windows Linux macOS) networking protocols and server technologies.
   • Proficiency in configuring and troubleshooting complex network environments including routers switches firewalls and VPNs.
   • Experience with virtualization technologies (e.g. VMware HyperV) and cloud platforms (e.g. AWS Azure) is highly desirable.

4. Leadership and Communication:

   • Strong leadership and communication skills with the ability to inspire and motivate team members foster collaboration and drive results.
   • Excellent interpersonal skills with the ability to build rapport with colleagues stakeholders and external partners.
   • Effective problemsolving and decisionmaking abilities with a focus on delivering highquality IT solutions and services.