TAC Support Technician

Responsibilities

  • Represent Appalachia in positive, helpful, professional manner
  • Act as first responder to support tickets/client calls
  • Triage incoming issues and manage time effectively to meet expected SLAs
  • Research and escalate issues as needed
  • Recreate, diagnose, and resolve reported issues
  • Provide after-hours support as needed through an on-call rotation
  • Assist with scheduled maintenance of managed services
  • Provide clear, concise, and timely verbal and written communication with clients/vendors
  • Advocate for client concerns within Appalachia and to third party vendors
  • Complete 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
  • Ability to work individually with direction as a member of the larger support team
  • Advanced technical knowledge of one or more desktop operating systems
  • Familiarity with Microsoft Office 365 and Microsoft Exchange
  • Working knowledge of infrastructure-level services like DHCP, DNS, and SNMP
  • Strong understanding of file systems, sharing and access permissions, replication, and backup operations
  • Strong understanding of Windows Server and Active Directory (Users and Computers, Sites and Services, Certificate Services)
  • Familiarity with networking concepts like NAT, subnetting, access controls, and VLANs
  • Working knowledge of remote monitoring and management software
  • Possession of Security+ CE certification
  • Possession of one or more entry-level certifications
  • TAC Support Analyst position for 24+ months (or equivalent outside experience)

Preferred Qualifications/Nice to Have

  • Familiarity with AAA protocols
  • Advanced technical knowledge of remote monitoring and management software
  • ┬áPossession of one or more associate-level certifications

 

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

Appalachia is a Best Places to work and an Equal Opportunity Employer