Tier 3 Technical Support Specialist

Job Summary Total Business Systems is seeking motivated and customer-focused Technical Support Specialists to join our dynamic technical team. We pride ourselves on delivering exceptional IT support remote and onsite with the highest level of professionalism and expertise. Our team plays a vital role in ensuring client satisfaction by resolving a wide range of technical issues across Windows and Mac operating systems, desktop applications, cybersecurity, servers, mobile devices, printers, email and IT networking infrastructures. As a Technical Support Specialist, you will be part of a dedicated group responsible for supporting the IT environments of over 250 small and mid-sized businesses throughout Northeast Florida. Ideal candidates will thrive in a fast-paced, collaborative environment and demonstrate a strong commitment to technical excellence and client service. You are a great candidate if you have... *Required* 5-year minimum experience working in an IT environment supporting 50+ user Windows desktop/server environment. • Well-rounded Microsoft desktop technology experience and user support. • Advanced experience supporting the following operating systems: Windows 10-11. • Basic experience with macOS 12 & newer. • Strong experience and understanding of Windows Server Active Directory. • Strong experience and understanding of IP networking such as DHCP, DNS & IP Schemes. • Strong experience with remote desktop protocol applications. • Ability to work on multiple support tickets at a time. • Must be a team player and able to work with minimal supervision. • Strong customer service experience when communicating with clients. • Attention To Detail • Centered On Efficiency • Lively • Positive Mindset • Yearning To Learn • Critical Thinker • Welcomes Change • Innovative • Self-Motivated • Capability To Multitask • Strong Sense Of Importance • Dependable Transportation • Valid Driver's License Minimum Requirement: Must hold both of the following and be active: • CompTIA A+ • CompTIA Network+ *These additional certifications will be recognized and may influence role expectations and compensation. • CompTIA Security+ • CompTIA Server+ • CompTIA Cloud+ • Google IT Support Professional • Microsoft Certified: Azure Fundamentals • HDI Desktop Support Technician • Cisco Certified Network Associate (CCNA) • ITIL 4 Foundation • Microsoft Certified: Windows Server Hybrid Administrator Associate • Microsoft Certified: Azure Administrator Associate • Microsoft Certified: Azure Solutions Architect Expert • Microsoft Certified: Security Operations Analyst Associate • Microsoft Certified: Identity and Access Administrator Associate • Microsoft Certified: Modern Desktop Administrator Associate • Microsoft Certified: Security, Compliance, and Identity Fundamentals • Microsoft Certified: Azure Fundamentals • Any other Microsoft, CompTIA and Cisco certifications • *Other certifications may be considered* What you'll be doing: • Diagnose and resolve complex network issues related to IP networking, including routing, switching, and subnetting. • Install, configure, and maintain Windows servers. Ensure server performance and uptime, manage server security, and perform regular server backups. • Provide high-level technical support to clients, including the resolution of issues related to PCs, desktop applications, anti-virus software, smartphones, printers, and other networking infrastructures. • Work closely with Level 1 and Level 2 technicians to handle escalations and provide guidance on complex technical issues. • Maintain detailed documentation of all network configurations, hardware installations, and troubleshooting steps. • Support Microsoft Windows desktop technologies. • Support Apple macOS desktop technologies. • Support Apple and Android Mobile Devices. • Software installation, configuration, and troubleshooting. • Troubleshoot and repair Windows and Mac workstations. • Strong Windows Server Active Directory and Group Policy tasks. • Windows Server Domain Controller, Active Directory Installations, Migrations and Configurations. • Strong Azure Technologies Support, including Intune. • Strong Email Management Tasks, Including Migrations & Domain Management. • On-site workstation & networking equipment hardware installation. • Setup and configure enterprise-level networking equipment configurations. • Monitor network performance and resolve ISP issues. • Monitor performance of Windows servers and server applications. • Identify root-cause issues that are self-discovered and or escalated, and resolve those issues. • Windows server administration tasks. • New client user add/change/remove. • Manage and configure business application support and client-side application support. • Respond to support tickets and alerts. • Organize and execute projects that may extend up to 3 months. • Consult with our clients and offer guidance on technology use and best practices. • Responsible for detailed documentation and follow-up with clients. • Communicate the need for escalation promptly. • Able to critically think, produce, maintain, and update technical documentation. • Provide fast and friendly tech support to end-users, IT managers, and C-level executives. Pre-Screening Requirements • Speaking English is required. • Located in Jacksonville, FL. • Valid Driver's License. Typical Week: 40% Windows Server & Networking Support, 35% Email Support, Azure and Other Cloud Services Support, 10% Escalated Support, 10% Other IT Related Tasks, 5% Training/Meetings Are you a driven professional with a passion for delivering exceptional technical support? Total Business Systems is looking for individuals who are committed to ensuring seamless operations for our end-users. As a Technical Support Specialist, you will play a key role in maintaining client satisfaction and operational efficiency. We offer a competitive compensation package, opportunities for career advancement, and a collaborative, supportive work environment where your contributions are valued. Apply now to be part of our dynamic team! Job Type: Full-time Pay: $41.00 - $60.00 per hour Benefits: • 401(k) • Health insurance • Paid time off Work Location: In person