Senior OnCall Specialist

The Senior OnCall Specialist is accountable for assisting clients in need of remote support.  The Senior OnCall Specialist will ensure a timely response and appropriate resolution to clients having technical issues that have reached out to The Walker Group’s OnCall department.

Responsibilities

  • Triage and solve issues communicated via phone, e-mail or alerting systems
  • Efficiently use remote control tools to support clients
  • Document all activities conducted
  • Identify, track and escalate severe issues and problematic trends in a timely manner
  • Solve backup failures and restore files
  • Setup and troubleshoot e-mail functionality, workstations, servers and appliances
  • Malware/Virus clean-up
  • Setup and configure mobile devices
  • Occasional internal IT support
  • Mentor OnCall Specialists
  • Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Qualifications

  • 3+ years’ experience providing technical help desk support in a fast-paced environment
  • 2+ years’ experience with desktop operating systems and application support, including Microsoft Office and a wide range to third party applications
  • Excellent communication and customer service skills
  • Recent experience with Windows server support
  • Ability to troubleshoot desktop and laptop hardware
  • Ability to use independent judgement when solving issues that have no pre-existing solution
  • Knowledge of networking protocols and applications (TCP/IP, DHCP, VPN)
  • Mac experience and SonicWall experience preferred
  • A+ Certification is preferred
  • Backup Exec experience is preferred
  • Work may require occasional weekend and/or evening work.
  • Less than 5% local travel required with personal vehicle.