As a leading provider of ERP, CRM, IT, business intelligence, and project management solutions, KTL Solutions has helped numerous clients develop best practices and process improvements for business growth. KTL is also a top RPO and offers CMMC and NIST Compliance services, specializing in solutions for the Defense Industrial Base. Our consultants excel at understanding business processes, identifying pain points, and providing tailored solutions for various industries.
Role Description
IT Support Specialist is responsible for the maintenance and support of customer environments managed by KTL Solutions, Inc. and serves as an escalation resource for other support specialist for difficult or undocumented issues.
Responsibilities
Perform routine system maintenance on supported systems.
Triage and prioritize issues and tickets.
Provide IT related support for technical issues.
Create knowledgebase articles for complex tasks.
Create new procedures and environment documentation as necessary.
Identify technical issues and inefficiencies and recommend solutions.
When required assist project teams on the design and implementation of services.
Accurately track time spent on tasks.
Work service and project tickets to resolution according to defined SLA's.
Update client specific documentation to ensure it is up to date.
Coordinate and work with other departments to deliver services to customers.
Communicate with customers regarding current issues and upcoming changes.
Qualifications
Previous experience in an IT support or engineer role with a preference in the MSP industry.
Previous experience deploying and administering Microsoft 365 services.
Previous experience managing Windows Servers and core functional roles.
Functional understanding of networking concepts including routing, subnetting and security.
Preferred Qualifications
Network+ or related security certification.
Microsoft 365 Administrator or Azure Administrator certifications.