Senior Technical Support Analyst (Tier 3)

Job Summary

Senior Technical Support Analysts at GCS are expected to have and maintain a high level of technical competence over a very large range of products. They will be expected to learn new products and technologies quickly and constantly. In addition, they are expected to have top notch communication skills. This is not your typical corporate help desk. We support hundreds of organizations and thousands of end users in extremely variable environments

Essential Duties and Responsibilities

• Microsoft Azure and Office 365 Administration.
• Provide remote technical support to customers calling for various technical issues.
• Provide on-site technical support to customers as needed.
• Must have flexible after-hours availability for implementation and deployment tasks.
• Track time and provide troubleshooting notes as you work

Requirements

Desired Technical Knowledge

Technicians are expected to haveintermediate to advanced knowledgeof the following technologies, with the ability to quickly expand and deepen that knowledge as needed.

Microsoft & Endpoint Technologies

• Microsoft 365 administration, including Exchange, Intune, Defender, and Entra ID
• Windows Server and Windows Desktop operating systems(all supported versions)
• macOS administrationand familiarity withApple Business Manager
• Common desktop applications, including Microsoft Office and related productivity tools

Networking & Connectivity

• Core networking concepts, including routing, switching, and firewall administration
• Advanced networking experiencewith vendors and platforms such asMeraki, Fortinet, SonicWall, Cisco, and Dell
• Network services and fundamentals, including DNS, NAT, and related technologies
• Secure connectivity solutions, including:
• Site‑to‑site VPNs
• Point‑to‑site VPNs
• Global Secure Access

Infrastructure & Virtualization

• Virtualization technologies, includingVMware vSphereandMicrosoft Hyper‑V
• Server backup and disaster recovery solutions, such asDatto, Veeam, and AppAssure / Rapid Recovery

Automation & Scripting

• Basic scripting and query experience, includingPowerShellandKQL

Additional Requirements

• Participation in anafter‑hours support escalation rotation
• Ability to perform on‑site workas required
• Must successfullypass a background screening
• Ability tolift up to 20 lbs
• Strongteamwork, communication, and documentation skills
• Responsible forentering billable time and detailed notesinto the ticketing system in real time
• Applicants must belocated in the Austin, TX metro area or surrounding communities

Preferred Qualifications

• Certifications:Preference given to candidates with relevant industry certifications
• Experience:5+ years of experience in a help desk, systems administration, or network support role
• Education:Degrees are valued but not required;experience and certifications are preferred

Benefits

• 75% to 100% work-from-home options
• Flexible Paid Time Off
• Medical/Dental/Vision Insurance available
• Life and AD&D Insurance
• Disability Insurance

GCS is an equal opportunity employer. GCS is a certified small business.