[Hiring] Network and Infrastructure Support Specialist @Slipstream IT

Role Description

This role involves providing network and infrastructure support to ensure operational stability for customer networks and applications.

• Monitor customer networks, applications, and infrastructure components to ensure operational stability.
• Identify gaps in operational monitoring protocols and platforms and contribute to the creation of automated and practical solutions.
• Document all support events in the ticketing system in a timely manner, ensuring effective incident review and knowledge base utilization.
• Provide clear and concise communication, documentation, and severity trending for incidents.
• Create and maintain documentation of operational processes related to customer networks and infrastructure to conform to audit requirements.
• Troubleshoot and resolve Tier 1/2 issues for customer infrastructure and networks.
• Ensure accurate triage, categorization, documentation, prioritization, escalation, routing, tracking, monitoring, transfers, and data integrity of all applicable tickets.
• Interface with engineers via telephone calls, chat, and other means of communication.
• Interact with systems engineering, security engineering, and network engineering teams to restore service and identify and correct core problems in customer networks and infrastructure.
• Escalate tickets requiring technical support or root cause determination beyond Tier 1/2 support capabilities to higher level engineering teams for expedient resolution.
• Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 1/2 incidents related to customer networks and infrastructure.
• Monitor and track the status of all submitted incidents, problems, and changes, including managing cases where they are escalated to higher levels of support for customer networks and infrastructure.
• Managing end to end incident management process, including capturing status, providing customer updates, and tracking.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field.
• 2+ years of experience in a similar role.
• Experience working in a managed services provider (MSP) environment is highly preferred.
• Knowledge of network infrastructure and security, including Cisco routers, switches, and firewalls, VPNs, and TCP/IP.
• Experience with Windows Server, Active Directory, Exchange, and Microsoft Office Suite.
• Experience with virtualization technologies, including VMware and Hyper-V.
• Experience with monitoring tools such as Connectwise, Auvik, and CrowdStrike.
• Experience with AWS and Azure.
• Excellent communication skills, both written and verbal.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong problem-solving and analytical skills.
• Commitment to risk management and protecting customer network and infrastructure integrity and confidentiality.

Company Description

Slipstream IT works to streamline IT Support and provide managed solutions with a strategic consulting and global leadership management approach, designed exclusively for emerging pharma and biotech organizations.