As an IT Technician, you will join a team of IT professionals to provide support for existing and new customers across the US Virgin Islands. Responsibilities include network support, configuration, and monitoring; hardware configuration and monitoring; software installation and configuration; end user support and problem resolution.
Other duties may be assigned.
Respond to support requests through ticketing system, phone, or supervisor directive and provide support onsite, via phone, or via remote connectivity
Diagnose, configure and resolve technical hardware and software issues
Research questions using available information resources including collaboration with fellow team members
Advise user on appropriate action and provide problem resolution and follow-up
Follow standard help desk procedures
Log and update all support related issues in helpdesk ticketing system
Administer and support the help desk software standards, processes and knowledge updates
Identify and appropriately escalate situations requiring urgent or critical attention
Track and route problems and requests accordingly and document resolutions
Stay current with system information, changes and updates
Work directly with preferred vendors on support related issues
Lead and assist other staff in support of major or complex projects
Lead various IT projects to achieve successful outcomes
Cisco ASA Firewall setup, configure and support
Sonicwall Firewall setup, configure and support
Vlan setup, mapping and troubleshooting experience a plus
Knowledge and demonstrated experience preferred in the following areas: IP Routing, Ethernet Switching, Cisco and Juniper’s VPNs, network Security, QoS, IP Services such as DNS and DHCP, server load balancing, Unix OS experience a plus, Windows 2K03/08 Server and Windows 7 experience required
Requires the ability to understand the networking needs of the organization as a whole, and the ability to advise on the best infrastructure solutions
Strong interpersonal skills are required
Excellent written and verbal communication skills
Ability to work effectively under pressure
Ability to work unsupervised or with a team
Experience with Juniper firewalls a plus
Bachelor’s Degree in Computer Science, Information Technology or similar.
MCTS certification in Windows 7, Server 2008 or others a plus
Minimum 3 years of demonstrated experience supporting end users and IT infrastructure
Experience with rack build outs, cable management and termination of copper cabling a plus
Experience with IP based telephone systems and related wiring a plus
VMware experience a plus
Must be able to lift moderately heavy equipment (servers and PC’s).
Must be able to respond 24/7 to emergency production system issues
Over the last decade, High Tide Solutions has implemented and continues to support numerous IT infrastructures in the Territory of the...