Infrastructure Support Specialist

Position Description

Expedient Technology Solutions is an established managed IT services company located in Miamisburg, Ohio. ETS has developed a strong reputation for providing outstanding customer service and for being a collaborative, strategic partner with its client customers.

We are looking for an experienced Infrastructure Support Specialist to join our growing team and to focus on onboarding new ETS Clients!

• Perform technical and informational tasks during the onboarding of a new client. New client onboarding tasks include installing and configuring agents, antivirus, support tools, gathering credentials, vendor account information, and critical business line application information.
• Respond to monitoring alerts in a timely and effective manner.
• As needed, work with senior level team members to assist with infrastructure projects.
• Projects range from upgrading firewalls, switches, wireless networks, O365 migrations, server migration/upgrades (physical, virtual, cloud-based, and Microsoft Exchange), backup solution deployment, and cybersecurity solutions.
• Assist with client IT issues and requests over the phone or via remote connection to client systems and infrastructure through our RMM and PSA tools.
• Typical client IT issues and requests include active directory, group policy, server, networking (wireless, firewalls, switches), and application liaison support.
• Use established processes and procedures to manage your assigned service and project tickets in the RMM system.
• Document and record time for all actions taken when working or resolving customer issues in the RMM system.
• Assist with escalations and develop technical skills through on-the-job training and mentoring.
• Participate in the after-hours on-call rotation as the Tier 1 primary / secondary on call resource.
• Perform other duties as assigned.
• Effectively communicate with clients and ETS team members. Communication is key to our success.
• Be innovative and consultative when working with clients. The value of ETS comes not only from solving the client’s issues but helping to avoid reoccurring issues.
• Balance responsibilities to ensure efficiency.
• Think about the best ways to organize your work to drive efficiency and deliver high quality and responsive support to our clients.
• Collaborate with team members on projects and issues. Provide and receive training as necessary.

• Follow ETS policies, procedures, and service delivery expectations to ensure consistency.
• Work scheduled hours Monday through Friday, with occasional after-hours support and project tasks as needed. Flexibility will be provided as determined by manager for after-hours tasks.
• It is expected you will continue to grow as a team member through continued education (certification plan), research and study, and interaction with other professionals and leaders.
• In addition to working in the ETS office, occasional travel to local customer sites may be required. Reliable transportation is necessary.

• It is desired you have a minimum of an associate degree in a related technical field.
• There are company specified certifications you must achieve to be in this position.
• Having 1-3 years of experience in a related technical role is required.
• This position requires you to complete process and technical training during your first 30 days.
  • These requirements involve shadowing team members, learning training procedures, client communication expectations, and specific technical skills/knowledge. This will be outlined in your onboarding schedule.
  • Technical skills and knowledge include but are not limited to, Windows Server OS, Group Policy, Active Directory, backup technologies, storage, foundational to advanced networking.

We offer a competitive total rewards program that includes:

• A management team that cares about you and your career growth
• Competitive Health Insurance Package
• PTO and flexible work schedule
• Retirement plan (401K) with company match
• Company paid certification exams, training material, and online training tools

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