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Group: Support Services

Job title: Technical Support Specialist

Reports to: Director of Support Services


Job Description:

The Technical Support Specialist (TSS) role within the Support Services group will be responsible for ensuring all client-facing customer support requests are resolved in a complete, correct and timely manner. The TSS should be able to take ownership of any support request and either take direct action to resolve any problems or engage the correct internal or external resources to resolve the issue. The TSS should be proactive in identifying areas where more junior staff members are struggling and should be available to train new and more junior staff on a regular basis. In addition to handling escalations, the TSS will assist with network and server monitoring to ensure maximum uptime for all clients. The TSS will also participate in documentation review for new clients to ensure standards are met for the Support Services group.

Job Responsibilities:

Provide technical support to established Shipshape IT clients

  • Answer phone calls and respond to tickets
  • Respond to client system outages
  • Coordinate on-site visits as needed for system troubleshooting and new system setup
  • Update client documentation when needed

Administrative

  • Attend individual and team supervision meetings
  • Time tracking
  • Respond to client and corporate email within established time frames
  • Participate in training and development

Areas of Focus:

  • Maintain top level customer service
  • Collaborate with Managed Services and Implementation Services teams to ensure maximum effectiveness when troubleshooting
  • Ensure that standard procedures are followed for troubleshooting and triage of all client technical issues
  • Provide regular status updates to Director and team members
  • Communicate effectively within Shipshape IT organization and with clients in both verbal and written communications
  • Participate in Shipshape IT on-call rotation

Required Experience 

The position requires extensive experience working with:

  • Windows XP/Vista/7/8 installation, support, and troubleshooting
  • Windows Server installation, support, and administration (2003/2008/2012)
  • Windows Active Directory design, deployment, and administration
  • Microsoft Exchange Server 2003/2007/2010/2013 – Administration, deployment, and migration

The position requires hands-on experience working with:

  • Managed antivirus solutions
  • Enterprise backup solutions
  • TCP/IP network design and troubleshooting
  • Configuration, deployment, and support of network routers, switches, wireless access points, and firewalls
  • Microsoft Office – Basic use, installation, and troubleshooting (including Project and Visio)
  • Virtualization Technologies (Hyper-V and VMWare)
  • Web hosting, DNS, and SSL certificates
  • Linux installation, support, and administration is a plus
  • Mac OS installation, support, and troubleshooting is a plus

Additionally Must Possess

As a Technical Support Specialist, you will interact extensively (both over the phone and onsite) with end-users that possess a wide range of technical knowledge. You will be responsible for lifting, moving, and relocating physical infrastructure (racks, servers, network devices, PC’s etc.). As such, the following is also required:

  • Strong analytical skills and troubleshooting abilities
  • Excellent interpersonal and communications skills (both written and verbal)
  • Strong ability to analyze systems in various IT disciplines
  • Ability to design and deploy sustainable and scalable technology solutions
  • Proficiency in managing time, scheduling projects, and meeting deadlines
  • Strong customer service ethic
  • Reliable vehicle, insurance, and driver’s license to transport self to various client sites as scheduled
  • Ability to travel to prospect sites (local travel only, mileage and parking are reimbursed)
  • Ability to easily climb ladders and lift equipment generally used in supporting and manipulating physical infrastructure
  • Ability to easily see, reach and manipulate small objects such as cables, connectors/transceivers, screws, nuts, and bolts

Application Instructions

Please email resume and cover letter including salary requirements and availability. Applications that do not include salary requirements or availability will not be considered.

Job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee.

Shipshape IT is an Equal Opportunity Employer.