IT Support Technician

Who Are We Looking For?

iTeraTEL is looking for the right person, not just any person to take on the new IT Support Services position. Typical working hours for this role are from 7AM – 4PM Eastern Standard Time (Currently: UTC/GMT -4 hours), Mon – Fri, with occasional after hours work and on-call required.

Responsibilities

• Responding to helpdesk tickets and telephone calls requesting assistance for various IT/Telecom related issues
• Analyze user requests to determine resolution
• Assist in migrations (Office 365, Azure, AWS, etc.)
• Assist users by answering software and hardware related questions
• Evaluate the criticality of problems by effectively troubleshooting and when necessary, escalate problems
• Communicate with external vendors.
• Monitor/review alerts and escalate incidents with accurate documentation to suitable technician or vendor when required.
• Perform user logon/security administration functions creating users accounts in Active Directory
• Record, monitor and respond to user requests utilizing helpdesk ticketing system.
• Perform basic telecom and enterprise service requests
• Configure and support remote/home agents troubleshooting connectivity and applications
• Troubleshoot and support VPN, VDI and Citrix connectivity issues.
• Create and license users in Office 365
• Troubleshoot network and firewall policies.
• Conduct operating system patches and upgrades.
• Other duties as assigned.

The Skills, Experience and Requirements

• Experience with using Microsoft Office Suite including 2007, 2010, 2013, 2016, and Office 365
• Experience with Remote Control Software such as LogMeIn and Remote Desktop Connection
• Experience with troubleshooting printers, scanner and various other peripherals
• Experience with troubleshooting and supporting mobile devices iPhone, iPad, Android and Blackberry
• Knowledge of Microsoft Exchange, Microsoft 365, Gmail and other emailing apps
• Knowledge of installing, configuring, administering, and troubleshooting Microsoft Windows Server 2003 / 2008 / 2012 / 2012 R2 including Active Directory
• Knowledge of installing, configuring, administering, and troubleshooting Linux
• Knowledge of networking concepts including TCP/IP, OSI model, routing, switching, VLANs, subnetting, super subnetting and other networking concepts
• Knowledge of networking hardware including Cisco, SonicWALL, routers, NG firewalls, switches and VPN appliances
• Knowledge of back-up hardware including tape drives, USB drives and Disk-to-disk systems
• Knowledge of back-up software including Acronis, Datto, WSB, etc.
• Knowledge of RAID including various RAID controllers and general RAID knowledge
• Knowledge of building, mounting, breaking, hot spare, RAID 0/1/5/6/10
• Knowledge of VoIP including FreePBX, Asterisk, Cisco UC, etc.
• Knowledge of virtualization platforms including VMware and Hyper-V
• Knowledge of cloud platforms including as Azure and Amazon Web Services (AWS)

About iTeraTEL Communications

iTeraTEL Communications a leading provider of integrated cloud solutions & managed services with over 25+ years’ experience serving customers of all sizes and industries. We operate an innovative cloud communications platform with state-of-the-art switching systems, and application-aware IP based network empower businesses to fully leverage the benefits of the cloud. iTeraTEL has been providing its customers a broad suite of services, including MSP services.