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Advanced Technical Support Professional
1 week ago
Cyberlogic, a leading provider of IT leadership, cyber security, cloud solutions, and business intelligence, is looking for an Advanced Technical Support Professional to join their team.
The successful candidate will have extensive experience in IT infrastructure support, with a deep understanding of server and network concepts, as well as the ability to identify and resolve complex issues.
The role involves guiding infrastructure changes, offering mentorship to junior team members, and championing proactive solutions to enhance the end-user experience.
Key responsibilities include advanced troubleshooting, infrastructure management, performance optimization, mentoring and training, documentation, incident response and planning, collaboration, security expertise, and scripting and automation.
- Diagnose and resolve complex technical issues that cannot be addressed by lower support levels.
- Lead post-incident root cause (RCA) investigations around recent high-impact / major incidents at clients.
- Working with the Infrastructure Technical Leader to investigate root causes of recurring problems and implement permanent solutions.
Additionally, the Advanced Technical Support Professional will facilitate the support, management, and maintenance of complex hybrid IT infrastructures, ensure the stability, reliability, and security of network services, Windows servers, LAN, WAN, WLAN networks, perimeter UTM firewall appliances, virtualization environments, and conduct performance analysis and optimization of systems to enhance efficiency.
The ideal candidate will have 5-7 years of experience in a technical support or infrastructure role, preferably in a managed services or enterprise IT environment with a focus on server and network support, and hold relevant certifications such as Microsoft Certified: Windows Server Hybrid Administrator Associate or equivalent industry experience.
Candidates must also possess excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users, and excellent organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
