Technical Support Specialist (Tier 2-4)

CoreRecon is a fast-growing, highly successful Premier IT & Cyber Security Company specializing in bringing premier IT services with Cyber Security as a focal point of every business environment. We offer an industry-leading salary that’s based on experience, incentives, and a benefits package that includes health, dental, and vision insurance as well as ample PTO.

– 4+ years experience working for an MSP or IT helpdesk-related positions

– Create problem tickets in problem tracking software for all calls including issues that must be referred to other support groups

– Verify and document information on the caller, their pertinent information, and the issue(s) at hand

– Maintain technical expertise on agency hardware, software, network configurations, or peripherals using various methods (for example, reviewing technical information, attending training, using self-paced learning, and working with other staff)

– Monitor daily network activities to identify and resolve continuing problems or unusual situations

– Provide support for other areas as required during staff meetings or periods of heavy workload

– Communicate on a complex level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints

– Train automation support staff on supported systems to enhance their troubleshooting skills

– Maintain a regular and predictable work schedule.

– Troubleshoot and resolve difficult and complicated issues

– Ensure all correspondence and actions are documented properly and in a timely manner

– Create knowledge base documents to serve as job aids for handling support issues

– Provide after-hours coverage as part of the on-call rotation team