System Support Specialist

• Linux Operating Systems and Desktop Support : Offer expert-level remote support for Linux operating systems and desktops. Diagnose and resolve issues related to software, hardware, and configurations using remote tools and technologies.
• VPN Issues and Support : Manage and support VPN access for remote users, troubleshoot connectivity issues, and ensure secure and stable VPN operations.
• Firewall Understanding and Configuration : Understand and configure firewalls to ensure network security. Manage firewall settings to optimize performance and security.
• Root Cause Analysis : Perform detailed root cause analysis for recurring or significant incidents. Implement preventive measures to reduce future occurrences.
• User and Password Management : Manage user accounts and password policies. Assist users with password resets and account access issues.
• Basic Network Troubleshooting : Diagnose and resolve basic network issues related to TCP/IP, DNS, DHCP, and other networking protocols. Ensure reliable network connectivity for all users.
• Software Upgrade : Manage and support all software patches release and update.
• IT Security : Understanding of latest cyber security policies.
• Incident Ticket Management : Efficiently manage and prioritize incident tickets. Ensure timely resolution of issues and communicate effectively with stakeholders throughout the process.
• Service Case Management : Effectively and efficiently document processes, manage all assigned cases and ensure timely closure of assigned cases.
• Customer Service Excellence : Deliver outstanding customer service, maintain professionalism, and ensure customer satisfaction in every interaction.
• Effective Remote Communication : Maintain clear and effective communication with users and team members, providing remote support and guidance to resolve issues swiftly and satisfactorily.
• Responsible for communicating business related issues or opportunities to next management level.
• Performs other duties assigned as needed.

Our Needs

Here s what we ll need from you:

• Bachelor s Degree or above.
• Minimum of 3+ years experience in similar role supporting IT systems.
• Medical Device industry or medical field is a plus.
• Proven experience in IT support, with a strong focus on Linux, networking, and security.
• In-depth knowledge of Linux operating systems, desktop environments, and troubleshooting techniques.
• Experience with VPN setup, troubleshooting, and management.
• Understanding of firewalls, including configuration and management.
• Familiarity with incident ticket management systems and processes.
• Familiarity with SalesForce (SFDC) service delivery system.
• Ability to conduct thorough root cause analysis and implement effective solutions.
• Strong analytical and problem-solving skills, with a keen attention to detail.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Relevant certifications (e.g., CompTIA A+, Network+, Linux+, Security+) are preferred.
• A degree in Information Technology, Computer Science, or a related field is advantageous.
• Ability to work effectively in a fast-paced and dynamic environment.