Job Description


Objective and Job Duties:
As IT Technical Support Specialist, your job is to support user desktop hardware and software including their peripheral. Also, provide assistance to maintain infrastructure WAN, LAN, WiFi, servers, and telephony systems. Participate in new technology implementation.
Support all activities related to the PRLA IT Help Desk, Data Center, LAN, WAN and Telephony.
Perform troubleshooting, repair, and maintenance of computer systems (desktop/Laptop and server), hardware, and peripherals.
Monitor end user incidents queue and execute tasks to fulfill user needs.
Escalation incident to US IT Team and work in conjunction with them to resolve situations.
Build desktop computer through imaging (Windows OS and MacOS) and following internal procedures.
Perform troubleshooting for LAN and WAN including reporting outages of ISP providers.
Perform troubleshooting and submit tickets for cloud applications like Zoho CRM, servers in AWS, and ISP connections.
Assist in new technology project implementation.
Provides weekly status report.
Skills and Qualifications:
Experience in Microsoft server, PC, Mac and cloud technologies as well as LAN, WAN and telephony infrastructure. Excellent problem-solving skills.
5 years experience as an IT Technical Support Specialist including a combination of Help Desk, System Administrator, Network Administrator, and Security Analyst. Certification and/or training Network+, Cisco, and/or MS Windows Server desired.
Experience with PC Microsoft and Mac OS.
Experience imaging PC and building Mac OS.
Experience with iOS and Android.
Experience with encryption software like Airwatch and BitLocker.
Experience with video and teleconferencing technologies like Teams, Zoom, and Polycom.
Experience with security software like Symantec and CyberArk.
Knowledge of LAN and WAN infrastructure. Including concepts of DHCP, VPN, DNS, VLAN, subnetting, WiFi, LAN, switches, routers, and firewalls.
Knowledge of telephony services and components (i.e., call manager, voicemail, call center, etc.). Amazon Connect.
Knowledge of Windows Sever and VMWare virtualization.
Experience working with dispersed teams (on-premises and offshore).
Good written and verbal communication skills, and attention to detail.

Application Instructions

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