Sr. Technical Support Specialist

The role is to ensure the stable operation of the in-house computer systems including installing, configuring, maintaining, supporting, and optimizing all systems. The person will also analyze and resolve end user software program and connectivity issues in a timely and accurate fashion and provide end user training where required. The role is also expected to explore emerging network, desktop, server and operating system technologies.

• Strong customer service orientation providing quality support to users, employing a high degree of technical expertise, and timeliness.
• Troubleshoot problems and provide technical support for software and hardware.
• End user support at all levels including servers, e-mail, print, and backup and their associated operating systems and applications.
• Ensure customer issues/tickets are resolved in a timely manner.
• Support security solutions, including anti-virus, EDR and other intrusion detection/prevention systems.
• Installation, configuration, maintenance, upgrades and troubleshooting of end user workstation hardware, software, and peripheral devices.
• Ensure network connectivity of all workstations.
• Conduct research on network products, services, protocols, and standards in support of network procurement and development efforts.
• Interact and negotiate with vendors, outsource rs, and contractors to ensure system security and availability.
• Develop, implement, and maintain policies, procedures and associated training plans for network resources, appropriate use, and disaster recovery.
• Asset management and coordination including maintenance of network component inventory, related documentation and technical specifications information.
• Assist Network Team with all network hardware and equipment, including routers, switches, hubs, UPSs, and other hardware.
• Assist Infrastructure Team with the administration and maintenance of end user accounts, permissions, and access rights.
• Assist Infrastructure and Network Teams to perform security audits and fixing vulnerabilities.
• Assist Infrastructure and Network Teams to perform improvements, upgrades, and repairs.
• Assist in Business Continuity solutions including system backups and recovery.
• Assist other IT Team members to monitor and test network performance and provide network performance statistics and reports.

• Minimum of 5 years of progressive experience in the attached technologies.
• Working technical knowledge of network and PC and server operating systems.
• Experience with Exchange Online, Microsoft 365 including SharePoint and Teams, and any ERP application.
• Working technical knowledge of current network hardware, protocols, and standards.
• Hands‑on hardware troubleshooting experience.
• Good understanding of the organization’s goals and objectives.
• Knowledge of applicable data privacy practices and laws.
• Strong interpersonal skills.
• Ability to conduct research into networking issues and products as required.
• Ability to present ideas in user‑friendly language.
• Highly self‑motivated and directed.
• Ability to effectively prioritize and execute tasks.
• Experience working in a team‑oriented, collaborative environment.

• Candidate will be working in an office setting Memphis, TN.
• Sitting for extended periods of time.
• Working hours will be Mon – Fri 8:00 AM – 5:00 PM.
• May be required to support IT operations across multiple time zones.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Occasional inspection of cables in floors and ceilings.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Occasional after‑hours support for emergencies and planned maintenance.

• Degree in the field of computer science and/or electronics and communication with 5 or more years equivalent work experience.
• Certifications in CompTIA, Microsoft, Cisco is an added advantage.