It Support Specialist, Tier Iii

Global CTI is a highly successful IT Managed Service Provider and Unified Telecommunications company that has been in business for over 30 years. We are committed to helping our employees and customers be as successful as they can be. Global CTI has created processes and controls that enable our company to deliver mission-critical communication solutions to our clients that are second to none. We engineer, implement, and service effective and efficient technology and communications systems and solutions for medium to large-sized businesses and we are rooted in our values of Pride, A Willingness to Sweep Floors, and Simple Not Flashy.
Global CTI is looking for an IT Support Specialist, Tier III and will work under the direct supervision of the Customer Success Manager.
Job Duties:
Perform remote support cases using ConnectWise Automate and Control to complete escalations and other help desk tasks.
Onsite Support activities at client sites if remote resolution cannot be accomplished.
Sr. Support Case Escalation Engineer on advanced and complex support cases above the skillset of Tier 1 and 2 Technicians.
Must possess strong customer services abilities and communication skills.
Mentor and Train Tier 1 and 2 technicians when support cases escalate to Tier 3
Able to work occasionally on large project opportunities to include new installations.
The ideal candidate should have the following technical skills and experience:
8+ years' experience in managing, designing, and implementing Windows Active Directory networks in both physical and virtual settings.
5+ years' experience working with and designing and implementing VMWare and Hyper-V infrastructure.
5+ years' experience with HP/Aruba, Cisco, Juniper, or similar enterprise switching solutions.
5+ years' experience with Fortigate, SonicWall, Cisco, or similar enterprise firewall solutions.
5+ years' experience with Ruckus, Aruba, Cisco or other enterprise wireless solutions.
MCSE, MCTS and MVP, CCNA, CCNP, A+, Network+ or other industry certifications are not required, however your skillset should highly reflect the knowledge and experience that these certifications require.
Mac and Linux experience is a huge plus.
Previous experience of working for an MSP is not required but preferred.