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IT Support Specialist II
hace 2 meses
About the Role
The Desktop Support Specialist II will be responsible for receiving and triaging network, system, and infrastructure-related incidents, performing troubleshooting, communicating with staff, and tracking problems through resolution. This role will also involve escalating incidents to senior staff that are beyond their scope of resolution.
Key Responsibilities
- Provide timely analysis and resolution of server hardware, software, and network connectivity/access problems reported by end users.
- Ensure root cause of problems is understood, address or escalate; verify fixes and obtain end user validation.
- Maintain accurate and timely status information; record sufficient resolution summary information when closing or escalating tickets.
- Work closely with other members of the IT organization to help address issues and ensure free flow of information.
- Engage assistance of others as needed to satisfy end user requirements.
- Provide top-notch end-user support for technology and application questions and problems.
- Monitor the SOC Service queue and mailbox.
- Ensure all incidents and requests are resolved against SLAs.
- Route support issues to the correct issue owners via call tracking software.
- Network & System Monitoring – System and network monitoring which includes receiving, triaging, and escalating alerts.
- Incident Response – Tier 1 response, resolution and/or escalation to incidents/requests entering the PDI ticket stream.
- Communications Management – Handling communications for critical incidents and scheduled maintenance.
About F5
F5 is a leading provider of application delivery networking technology. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.
