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 cloud-based 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 post-project 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 end-users 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: Bachelor's 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, Hyper-V) 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 problem-solving and decision-making abilities, with a focus on delivering high-quality IT solutions and services.