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HCS IT Specialist
HCS Technical Services LLC is a dynamic Managed IT Services firm that provides first-class solutions, implementation, monitoring & support services to the business community. Our primary objective is to deliver business solutions that ensure clients achieve and maintain a competitive edge.
For more than 18 years, HCS Technical Services has remained on the forefront of technological innovation, navigating clients through a complete IT revolution with a focus on helping clients understand the practical business implications of emerging technologies. Our focus is to improve our clients performance through technology solutions, thus reducing IT expenditure while maintaining the highest levels of network up-time, hardware reliability, data integrity and application stability.
General Summary:
A HCS IT Specialist is responsible for providing partner support for HCS products and services. This includes deep familiarity with server and workstation hardware and windows server and workstation operating systems as well as specific support for HCS servers and workstations built on Intel Hardware.
Additional products include our proprietary backup and disaster recovery appliance (HCS BDR), universal threat management solutions (UTM) built on various platforms, and a host of other third party products delivered through vendor partnerships.
Essential Duties and Responsibilities:
The HCS IT Specialist, under general supervision, will respond to and resolve support tickets for HCS products and partner issues. This includes a wide range of issues and requires general and specific technical expertise in many areas including: server and workstation hardware and software, operating system installation and setup, backup and disaster recovery support (using our BDR solution), virtualization using Hyper-V, VMWare server, player and ESXi, firewall setup and configuration and other technical support and service issues including answering general questions regarding third party products offered through HCS.
A typical day can vary widely with a host of issues from simple to complex. The ability to prioritize activities, multi-task and effectively manage multiple partner requests is essential.
The HCS IT Specialist plays a vital role in our relationship with partners, and it is essential to have excellent communication skills, good follow up, strong technical knowledge and the ability to develop and maintain excellent relationships with our partners and their technical staff.
Specific Duties:
install and configure RMM agents
monitor and manage the RMM portal
remotely support technical issues delegated by ticketing platform
thoroughly document new knowledge base articles and update existing articles
successfully resolve tickets w/ metrics in line with HCS Standards
install and configure HCS BDR solutions
troubleshoot failed RMM checks
troubleshoot failed HCS partner backups
restore images to Hyper-V, VMWare
perform bare metal recovery to OS
perform bare metal recovery to VM
navigate and use BDR Portals
and other duties as required
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to effectively communicate with team members and partners including excellent written and oral communication skills
Ability to successfully prioritize service issues based on multiple competing objectives
Ability to routinely multitask and reassign priorities
Willingness and commitment to ongoing learning and development Windows 10, Windows 2016 Server.
Office 365, Exchange Online
MS SQL Server
Additional Qualifications:
Experience in technical services and remote support
Strong Experience with Windows Server and Windows OS
Experience with Storage Craft Shadow Protect highly desired
Strong customer relationship skills.
Organized, detail oriented and self-motivated.
Strong computer skills and the ability to effectively communicate through e-mail.
Willingness to develop professionally.
Educational/Vocational/Previous Experience Recommendations:
A minimum of 2 years of technical support in computer services required.
Working Conditions:
Normal professional, office environment.
On-site work with clients may be required, reliable transportation is needed.
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed or required.
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Reproduction in any manner whatsoever without the written permission of HCS Technical Services LLC. is strictly prohibited. This document contains confidential and proprietary intellectual property of HCS Technical Services LLC. Disclosure of this document to any party is strictly forbidden by any non-disclosure agreement(s) in effect.
Vacancy expired!