Technical Support Specialist -

Technical Support Specialist -

Company Description

Headquartered in San Diego, California, Agile IT has been serving cloud related services to progressive companies nationwide since 2006. Agile IT is a Digital Transformation expert focused on Cloud Computing, Security and Software as a Service. We specialize in migrating and managing IT services for customers looking to get the most from their IT investments. We strategically partner and align with Microsoft, Amazon Web Services, OKTA, VMware and more.

•Community: Build a community of managed customers that maximizes Cloud and SaaS services to drive their business
•Security: Continuously deliver best practices and operations for security and compliance while maintaining customers' business productivity and collaboration
•Digital Transformation: Drive Digital Transformation through automation, integration, and process improvements by leveraging modern IT practices and cloud services


Agile IT offers multi-featured benefits that include competitive and attractive compensation, performance based bonuses, holidays, combined vacation and sick days, medical, dental, vision, life, 401k, casual dress, flexible spending accounts and more.

You will receive ongoing training and plenty of opportunities for advancement. You'll also enjoy a fun, friendly atmosphere with weekly company lunches, snacks and beverages, and social events. Must have valid driver's license and reliable transportation for occasional work offsite.

Background checks, pre-employment aptitude, skills and personality testing are a mandatory part of the recruitment process.

Job Description

Agile IT is a company built around the cloud and offers a variety of cloud solutions for our customers. As the company steadily continues to grow, we need to staff accordingly! Currently, our Managed Services team is looking to add a Technical Specialist to the group.

What you need to know: The Technical Specialist role will deal primarily with our recurring customers, those for which we are a Managed Service Provider (MSP). Along with our recurring customer base, the Technical Specialist will also be responsible for maintaining and supporting the Agile IT internal employees. This is a customer-facing role and therefore it requires strong interpersonal skills in addition to strong technical skills.

This position will follow a M-F schedule. In addition, there may be night/weekend work to assist the delivery team. Applicants must reside within the San Diego metro area and will be working out of our San Diego Mission Valley office. Must have valid driver's license and reliable transportation for occasional work offsite (up to 40%).

Agile IT works on the latest technologies focused on cloud and SaaS based services (Microsoft Office 365, Microsoft Azure, Amazon Web Services, Dropbox, etc.) and is a leader in deploying them in the market. Based on this, we understand that there might not be many applicants that have certain experiences. Once hired, you'll be mentored and trained in one or more of the following technologies by our senior staff.

The ideal candidate will possess the following attributes:

•Demonstrated ability to troubleshoot difficult technical issues
•Excellent verbal and written communication skills
•Works well in a team environment
•Strong personal commitment to quality and customer service
•Must be willing to work flexible and varying shift times including weekends and evenings


Core Responsibilities:

•Interface directly with customers to resolve technical questions and issues
•Respond proactively and appropriately to client monitoring alarms
•Take ownership of overall resolution while being able to recognize high priority situations and take appropriate escalation action that results in customer satisfaction
•Manage multiple issues in parallel, taking responsibility for meeting SLA and updating customers
•Document and escalate more complex issues to higher level technical teams internally and externally
•Proactively suggest and implement process improvements
•Remotely support VoIP installations and implementations
•Publish Technical Support content and other technical documentation in the Knowledge Base

Desired skills:

•Recurring services such as server updates, antivirus, backups, etc.
•Active Directory user and computer management
•Manage, monitor, and update Windows Server and Windows client (7, 8, 8.1, and 10)
•Microsoft Office 365/Google G-Suite administration
•Configure and manage backup services and execute recovery services. Knowledge of Azure Backups, CloudBerry, and SkyKick are preferred, but not required.
•Microsoft Exchange Server 2013, 2016 & Exchange Online
•Understanding of DHCP, vLans, VMware and SSH protocols
•Autotask or similar Professional Services Automation (PSA) tool
•N-Able or similar Remote Monitoring and Maintenance (RMM) tool

Additional Information

All your information will be kept confidential according to EEO guidelines.