Tier 2 Technical Support Specialist- Columbus

About Us: Kloud9 is a leading provider of comprehensive IT solutions for businesses seeking secure, reliable, and scalable technology services. With a commitment to exceptional client satisfaction, we provide managed IT, cloud solutions, cybersecurity, and network management to a wide range of clients.

Position Overview:

The ideal candidate has hands-on experience with IT environments, strong troubleshooting skills, and a focus on delivering exceptional client solutions.

Key Responsibilities:

• Project Deployment: Assist in the implementation of IT infrastructure projects, including network upgrades, server installations, cloud migrations, and security enhancements, under the guidance of senior engineers and project managers.
• Technical Support: Provide Tier 2 support for escalated issues, resolving complex client requests and managing troubleshooting efforts to completion.
• System Configuration and Documentation: Configure client systems according to project specifications, maintaining accurate documentation of configurations, workflows, and system updates.
• Client Communication: Collaborate with clients to understand technical requirements and provide progress updates, ensuring clear communication and maintaining high levels of client satisfaction.
• Network and System Management: Assist with managing, monitoring, and maintaining client environments, including cloud services, network devices, and security tools.
• Automation and Scripting: Develop and utilize scripts and automation tools to improve service efficiency, reduce downtime, and minimize manual tasks.
• Compliance and Security: Implement best practices for security and compliance, including setting up backup protocols, performing regular security checks, and adhering to industry standards.

Required Skills and Qualifications:

• Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Skills and Competencies:
• Strong knowledge of Windows and Linux environments, Active Directory, Office 365, and virtualization platforms (VMware, Hyper-V).
• Proficient with networking concepts, including LAN/WAN, VPNs, firewalls, and TCP/IP.
• Experience with cloud platforms like AWS or Azure and familiarity with backup and disaster recovery solutions.
• Solid troubleshooting and problem-solving skills, with experience in ticketing systems and remote support.
• Familiarity with security practices, including firewalls, anti-virus software, and multi-factor authentication.
• Certifications: Relevant certifications such as CompTIA Network+, CompTIA Security+, Microsoft Certified Solutions Associate (MCSA), or similar are a plus.

Experience:

• >5 years years in IT support or engineering, ideally within an MSP or multi-client environment.

Work Environment:

• Shift Work: May require occasional on-call or shift-based work to handle urgent or critical incidents.
• Work Location: [Remote/On-site] based on company policy.

• Growth Opportunities: Expand your skills in a supportive environment with access to advanced training and certifications.
• Innovative Environment: Work with the latest technologies across varied projects in cloud, networking, and security.
• Collaborative Team: Join a knowledgeable and supportive team committed to providing excellent client service.

If you're a motivated problem-solver with a passion for IT and client service, we'd love to have you join our team!