Senior Technical Support Analyst (Tier 3)

Senior Technical Support Analysts at GCS are expected to have and maintain a high level of technical competence over a very large range of products. They will be expected to learn new products and technologies quickly and constantly. In addition, they are expected to have top notch communication skills. This is not your typical corporate help desk. We support hundreds of organizations and thousands of end users in extremely variable environments.

Responsibilities

Microsoft Azure and Office 365 Administration; Provide remote technical support to customers calling for various technical issues; Provide on-site technical support to customers as needed; Must have flexible after-hours availability for implementation and deployment tasks; Track time and provide troubleshooting notes as you work

Requirements

Microsoft 365 administration, including Exchange, Intune, Defender, and Entra ID; Windows Server and Windows Desktop operating systems (all supported versions); macOS administration and familiarity with Apple Business Manager; Common desktop applications, including Microsoft Office and related productivity tools; Core networking concepts, including routing, switching, and firewall administration; Advanced networking experience with vendors and platforms such as Meraki, Fortinet, SonicWall, Cisco, and Dell; Network services and fundamentals, including DNS, NAT, and related technologies; Secure connectivity solutions, including site-to-site VPNs, point-to-site VPNs, and Global Secure Access; Virtualization technologies, including VMware vSphere and Microsoft Hyper-V; Server backup and disaster recovery solutions, such as Datto, Veeam, and AppAssure/Rapid Recovery; Basic scripting and query experience, including PowerShell and KQL; Participation in an after-hours support escalation rotation; Ability to perform on-site work as required; Must successfully pass a background screening; Ability to lift up to 20 lbs; Strong teamwork, communication, and documentation skills; Responsible for entering billable time and detailed notes into the ticketing system in real time; Applicants must be located in the Austin, TX metro area or surrounding communities

Nice to have

Relevant industry certifications; 5+ years of experience in a help desk, systems administration, or network support role; Degrees are valued but not required; experience and certifications are preferred

Benefits

75% to 100% work-from-home options; Flexible Paid Time Off; Medical/Dental/Vision Insurance available; Life and AD&D Insurance; Disability Insurance