TAC Senior Support Technician

TAC Senior Support Technician

Responsibilities

  • Represent Appalachia in positive, helpful, professional manner
  • Triage incoming issues and manage time effectively to meet expected SLAs
  • Provide escalation support in areas where technically proficient
  • Recreate, diagnose, and resolve reported issues
  • Research and escalate issues as needed
  • Provide clear, concise, and timely verbal and written communication with clients and vendors
  • Provide after-hours support as needed through an on-call rotation
  • Advocate for client concerns within Appalachia and to third party vendors
  • Maintain security and performance of managed services and managed service platforms
  • Assist in development of internal processes, procedures, and service offerings
  • Complete anywhere between 12 and 16 hours of professional development/training per month

Position Requirements

  • Associate or technical degree, or equivalent relevant work experience
  • Ability to read technical documentation and extrapolate concepts to current challenges
  • Advanced technical knowledge of one or more desktop operating systems
  • Working knowledge of Microsoft Office/Office 365 and Exchange
  • Advanced knowledge of infrastructure-level services like DHCP, DNS, SMTP, and SNMP
  • Strong understanding of file systems, sharing and access permissions, file replication, and backup operations
  • Advanced working knowledge of Windows Server and Active Directory (Users and Computers, Sites and Services, Certificate Services)
  • Working knowledge of AAA protocols
  • Basic understanding of networking concepts like NAT, subnetting, access controls, routing, and VLANs
  • Advanced technical knowledge of monitoring and remote management software suite (PRTG, LabTech)
  • Possession of Security+ CE certification
  • Possession of one or more industry standard associate-level certifications
  • Held TAC Support Technician position for 24+ months (or equivalent outside experience)

Please send your resume with “TAC Senior Support Technician” in Subject line to jobs@appalachiatech.com

Appalachia is an equal opportunity employer.