Technical Support Specialist 2

Technical Support Specialist 2

Department: Client Services

• Employment Type: Full Time
• Location: US - Remote
• Reporting To: Nguyen Le

Description

About Intermedia 

Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you.

Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years!

Culture at Intermedia is built on teamwork and transparency.  We hold each other accountable and always have each other’s back!

Are you ready to make your mark?

About the Role:

If you are seeking a career role that encourages you to think outside the box and fosters growth and opportunities with a company that recognizes individual and collaborative project achievements, then look no further.  The Technical Support Product Specialist (Tier 2)  is an escalation point for the front line Support team as well as our Office in the Cloud customers. As a Technical Support Product Specialist (Tier 2), you will work through technical support solutions with our clients and escalate issues out of your scope to the System Administration team. We are looking for people that are self-motivated team players with high critical thinking skills. Our Support team is the heartbeat of the company which also provides many avenues to branch off from. Work shifts may include nights and/or weekends.

What You Will Be Doing:

• Provide support to Intermedia customers and Level 1 and Level 2 Support
• Answer incoming phone calls from your assigned telephone queue
• Respond to escalated support requests
• Assist existing clients with  Exchange Server upgrade migrations
• Recognize trends and report them to System Administration
• Find and document any new support issues
• Work together with other team members
• Providing excellent technical support and customer service to our customers
• Creating custom scripts and tools to automate and improve overhead on daily support tasks

What You Will Bring To The Role:

• Bachelor’s degree or equivalent combination of education and experience
• Minimum of 5 years’ experience in or related field
• Experience with Microsoft Exchange, IIS, and MSSQL
• Fundamental understanding of DNS, Mail Flow, Spam Filtering
• Excellent analytical and problem solving skills with a strong sense of client commitment
• Must be a self-starter with proven ability to work proactively and independently
• Excellent communication (written and verbal) skills
• Detailed oriented with good documentation skills
• Comfort operating in a face paced environment that's constantly evolving and changing
• Ability to work with multiple departments to coordinate client satisfaction
• Exceptional communication and amazing people skills with the ability to build and maintain trusted relationships
• The ability and drive to deliver high quality results with a strong attention to detail
• Proven ability to juggle multiple priorities and problem solving skills to support a fast paced environment
• Demonstrated project management skills across a wide range of disciplines with an emphasis on customer service
• Flexible with the ability to multi-task, efficient, timely and reliable
• Ability to work independently and confidently with a remote manager
• MCITP: Server Administrator (Windows 2008)
• MCITP: Enterprise Messaging Administrator on Exchange (2007 or 2010)
• MCSA: Windows Server 2012
• MCSE: Messaging
• Windows Powershell, VB, or .NET scripting/coding
• Experience with Microsoft OCS/LYNC, SharePoint, Dynamics CRM
• Experience with BlackBerry, iOS, Android, and other mobile technologies
• Additional professional technology certifications such as MCSE, Redhat, PMP, etc.

Bonus Skills:

Diversity, Inclusion, And Equal Opportunity

We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.