311 IT Support jobs in Mcdonough

Job Description

TECHNICAL SUPPORT SPECIALIST JOBDUTIES AND RESPONSIBILITIES.

·Serves as the primary escalation point forincoming queries and technical issues.

·Manages and/or assigns projects and tasks toother team members as appropriate

·Advises, collaborates and assists businessunits with system enhancements and modifications

·Provides technical assistance and support forincoming queries and technical issues related to systems, networking, phonesystems, audio/visual equipment, computer software (e.g., Windows 10, MicrosoftOffice, various browsers), hardware, etc.

·Effectively provides user support over thephone, in person, and via remote tools.

·Responds to user requests promptly,demonstrating courtesy and respect for customers to ensure complete problemresolution and satisfaction through appropriate follow-up.

·Assists users with information security andprivacy questions; provides directions for the correct action.

·Supports telecommunication devices andservices; assists users on various vendor wireless networks and telephony.

·Distributes and reviews user equipment asrequired; updates inventory asset management systems with assigned equipment; ensuresequipment is clean, up-to-date, and operational.

·Provides installation and assistance forlaptops, desktops, printers, scanners, cell phones, air cards, landlines, networks,and other assigned peripherals.

·Troubleshoots end-user problems; troubleshootsdesktop and network printing problems for various vendor printing devices.

·May be asked to train users on IT hardware andsoftware (e.g., laptops, printers, login, email, etc.)

·Creates user support documentation and instructions.

·Multi-task, prioritize problems, and managetime to ensure the timely resolution of incidents.

· This individual will work in a team environment, is responsible for IT support and Telcom tickets, and demonstrates an ability to communicate with agency personnel beyond providing and receiving instructions.

TECHNICAL SUPPORT, SPECIALIST SKILLS,AND QUALIFICATIONS.

·Minimum of 2-3 years of IT technical support

·Strong knowledge and experience installing,configuring, replacing, and supporting network infrastructure equipment, including servers, workstations (Windows/Mac), switches, routers, cabling, VoIP systems,etc.

·Technical expertise should include Windows 10,MS Office 365, Active Directory, SCCM, utilization of GPOs, Enterpriseanti-virus solutions, Helpdesk ticketing systems, and Azure.

·Proficiency with imaging laptop computers 20h2,21h2, Microsoft Office 2010, Cisco network, and other authorized desktop applications.

·Knowledge and proficiency in Mobile devicemanagement, including IOS and Android devices operating systems Enterpriseencryption solutions, Windows PC/laptop management via Active Directory, andrelated software.

·Willing to work off-hours and weekends whenrequired for projects or emergency support.

·Experience installing, configuring, andsupporting network printers and audio/visual equipment

·Effective use of ticketing systems to trackand document incidents (ServiceNow and Sales Force

·isstrongly preferred)

·Highly detailed and process-oriented withadvanced troubleshooting, incident resolution, and documentation skills

·Strong team leadership, time management, andcoaching and mentoring skills

·Excellent customer service and communicationskills are a must.

·Desktop Technician will provide day-to-daylocal remote desktop support, receive inbound calls, answer questions,troubleshoot, and document steps performed to resolve challenges with hardware,software, and application issues in a ticketing system.

·Providing fault analysis to customers’ coreoperating systems and platforms, providing support, and applying desktop faultresolution for the approved application suite.

Job Description

Who we are

We're Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you're welcome.) At Redis, you'll work with the fastest, simplest technology in the business—whether you're building it, telling its story, or selling it to our 10,000+ worldwide customers. We're creating a faster world with simpler experiences. You in?

Why would you love this job?

As a Technical Support Engineer, you will be responsible for helping customers by diagnosing and resolving complex technical issues in a high-contribution role with exciting technical challenges, ongoing learning, and the excitement of helping name-brand customers as part of our fun, tight-knit team.

In this role, you will use and extend your existing technical depth and increase your technical breadth by addressing complex problems for the top companies in the world. You will level up to be an expert complex problem solver on Redis Enterprise Software, being used as a high-performance database by thousands of worldwide customers. You will dive deep into different exciting forefront technologies by supporting Redis Enterprise running on the top Cloud Platforms and in the top container orchestration platforms.

Join the best of the best and continuously learn new things. We are looking for brilliant experts who are curious, persistent, and happy digging through the full stack, from code to Sysadmin to networking to performance. If this sounds like you, please check out the technical foundation we'd like you to bring.

What you'll do:

• Work with customers to troubleshoot and resolve complex software issues:
• Reproduce issues, replicating customer environments as needed.
• Document issues and contribute to our internal team documentation.
• Provide Root Cause Analysis
• Collaborate with Engineering as needed to provide solutions.
• Analyze performance questions that may arise along the data path (including networks) for deployments that may be in the Cloud or On-premises.
• Provide technical expertise during testing, deployment, and upgrading of Redis software.
• Manage critical customer issues, facilitating communication between customers, CloudOps, Engineering, Product, TAMs, and Sales.
• Serve as the customer advocate for timely resolution of issues and handling escalations while helping customers realize and maximize the value of their Redis subscription.
• Participate in new product development, customer training, and other support-related activities.

What will you need to have?

• At least five years of technical experience as a Support Engineer, Systems Engineer, Software Engineer, or Site Reliability Engineer in an enterprise software company
• At least four years of experience troubleshooting real-time production systems
• At least two years of hands-on experience with cloud infrastructure.
• Strong background in scripting or programming languages (Python, Java, C#, JavaScript, Bash, Powershell, etc.)
• Expert working knowledge in Linux/Unix and networking (TCP/IP)
• Professional experience working with networking tools like wireshark, tcpdump, etc.
• Experience in analyzing and debugging production issues at scale.
• Experience with alerting and monitoring systems (Prometheus, Grafana, ELK, Splunk, etc.).
• Working knowledge of Cloud-based and On-premises environments
• Proficiency in communication and presentation, both written and verbal (in English)
• Strong technical background with excellent problem-solving and multi-tasking skills
• High availability and commitment to customers at any time

The estimated gross base annual salary range for this role is $95,723 – $159,864 per year in New York, California, Washington, Colorado, and Rhode Island. Actual compensation may vary and is dependent on various factors, including a candidate's work location, qualifications, experience, and competencies. Base annual salary is one component of Redis' total compensation and competitive benefits package, which may include 401(k), unlimited time off, learning and development opportunities, and comprehensive health and wellness benefits. This role may include discretionary bonuses, stock options, commuter benefits based on location, or a commission plan. Salary history is not used in compensation package decisions. Redis utilizes market pay data to determine compensation, so posted compensation ranges are subject to change as new market data becomes available.

#LI-Remote #LI-WK1 #LI-DNI

As a global company, we value a culture of curiosity, diversity of thought, and innovation from our employees, customers, and partners. Redis is committed to a diverse and inclusive work environment where all employees' differences are celebrated and supported, and everyone feels safe to bring their authentic selves to work. Redis is dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law. We strive to create a workplace where every voice is heard, and every idea is respected.

Redis is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you think you may require accommodations for any part of the recruitment process, please send a request to All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Any offer of employment at Redis is contingent upon the successful completion of a background check, consistent with applicable laws.

Redis reserves the right to retain data longer than stated in the privacy policy in order to evaluate candidates.