Senior Technical Support Specialist

Company: OSG
Location: Mount Airy
Posted on: November 22, 2021

Job Description:

OSG is a global provider of leading customer engagement and payment solutions. We help clients integrate critical customer interactions to optimize working capital and drive profitable business growth. Our solutions aim to connect the entire customer experience by aligning transactional, payment, and marketing touchpoints for simplified operations and smarter engagement. Plugging into the power of our innovative technology and data-driven insights, we curate tailored, digital-first strategies for a range of industries. The goal: to modernize processes and create frictionless experiences. Our clients benefit from a partnership that values simplicity, security, and connectivity---for today's environment and tomorrow's innovation. OSG captures the moments of intersection between transactional, payment, and marketing services to holistically engage customers across platforms. We create more connected customer experiences by simplifying your business processes; transforming your operations; and unifying all communication touchpoints. Our comprehensive solutions embrace the modern consumer---s lifecycle, streamline the payment process, reduce costs, and improve efficiency. We are seeking to add a Senior Technical Support Specialist to our team to help support and facilitate our growth and expansion of services. As the Senior Technical Support Specialist, you will be part of a dynamic team supporting internal and external clients for OSG. You are motivated and willing to pull your sleeves up and dive into the trenches with a fantastic group of teammates. You will be responsible for ensuring processes are documented, tickets are updated and closed with accurate information. When necessary, escalate issues/tickets to appropriate personnel. Responsibilities will also include monitoring alerts from Solarwinds and PRTG as it related to corporate wide monitoring of servers and identified resources. The position is hired for 1st shift Monday through Friday for 9 hours with a one-hour meal break included in that time. You will work directly with the NOC team while on shift. Weekend and off hour work may be required. This position reports to Director of Network Operations Responsibilities Serve as the escalation point for O365 Administration tickets incoming to the NOC Perform weekly reviews of O365 for security and audit checks as necessary Determine the best solution based on the issue and details provided by customers Walk team members through the problem-solving process via email, chat, or phone Direct unresolved issues to the next level of support personnel Record events and problems and their resolution in logs and create SOP when necessary for other team members Follow-up and update customers and team members with status and information on extended tickets Assist with transition of certain functions (such as domains) as part of mergers and acquisitions providing input on transitions to OSG systems Identify and suggest possible improvements on procedures Requirements 5-7 years of proven experience within complex corporate environments. Strong understanding of O365, working knowledge of Windows server administration. Experience with BitTitan, G-Suite, and Intermedia are preferred. AWS, VMware, and HyperV working knowledge for troubleshooting and ticket remediation Ability to diagnose and resolve basic technical issues remote and on site Excellent communication skills both verbally and electronically Customer-oriented and cool-tempered Be able to work after hours when necessary to complete projects with other team members Preferred skills O365 administration Familiarity with Solarwinds Pingdom Familiarity with PRTG Manage Engine Familiarity with Virtual systems (AWS, HyperV, VMware) Education H.S. Diploma Bachelors--- or two-year degree preferred Preferred Certifications MCSA O365 Administration AWS Certifications Veterans please include DD214 with application Benefits: 3 weeks of paid time off annually Medical, dental, vision plans, employee assistance program, as well as life insurance and LTD plans Supplemental life insurance Voluntary accident and critical illness insurance, respectively Flexible Spending Account available 401k plan OSG offers equal employment opportunity and will not discriminate on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors. RSROSG

Keywords: OSG, Winston-Salem , Senior Technical Support Specialist, IT / Software / Systems , Mount Airy, North Carolina