This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee, troubleshoot, and resolve issues related to servers, networks, Microsoft 365, virtualization, backups, security solutions, and both cloud and on-premises environments.

• Deliver technical assistance to customers through phone, email, and ticketing systems.

• Identify and resolve issues concerning servers, PCs, laptops, mobile devices, networks, cloud solutions, and on-premises environments.

• Manage and support SonicWall's physical and virtual appliances.

• Conduct root cause analysis and address recurring IT challenges.

• Administer and support Microsoft 365, antivirus, anti-spam, email archiving, and managed backup solutions.

• Offer support for server environments and virtualization solutions.

• Address system-generated alerts and service requests promptly.

• Provide technical support and escalation assistance to Tier 1 engineers.

• Record incidents, troubleshooting procedures, resolutions, and customer interactions in the ticketing system.

• Appropriately escalate complex issues and contribute to achieving SLA and service performance metrics.

⛳️ Requirements

• A minimum of 2 years of IT experience, ideally in NOC, IT infrastructure, or technical support settings.

• Practical experience with SonicWall physical and/or virtual appliances.

• Familiarity with Microsoft Online Services / Microsoft 365.

• Strong understanding of IT infrastructure, networking, and troubleshooting methodologies.

• Experience in supporting server hardware and software.

• Knowledge of or experience with virtualization technologies.

• Proficient with Backup and Disaster Recovery (BDR) solutions.

• Experience utilizing ticketing systems and providing direct customer support.

• Excellent communication, analytical, and problem-solving capabilities.

• Ability to independently manage multiple incidents and priorities in a dynamic environment.

• Certifications or additional expertise in SonicWall, Cisco, VMware, Microsoft Server, Microsoft 365, CompTIA A+, or CompTIA Network+ are advantageous.