Slipstream is a Managed Service Provider (MSP) serving biotech companies, providing reliable and secure IT solutions. We specialize in offering cutting-edge technology services that help our clients optimize their business processes.
Job Description: We are seeking a Network and Infrastructure Support Specialist to join our team. The ideal candidate will be responsible for monitoring customer networks, applications, and infrastructure components to ensure operational stability, as well as providing support for any issues that arise.

Responsibilities:

• Monitor customer networks, applications, and infrastructure components to ensure operational stability.Identify gaps in operational monitoring protocols and platforms and contribute to the creation of automated and practical solutions.
• Document all support events in the ticketing system in a timely manner, ensuring effective incident review and knowledge base utilization.
• Provide clear and concise communication, documentation, and severity trending for incidents.
• Create and maintain documentation of operational processes related to customer networks and infrastructure to conform to audit requirements.
• Troubleshoot and resolve Tier 1/2 issues for customer infrastructure and networks.Ensure accurate triage, categorization, documentation, prioritization, escalation, routing, tracking, monitoring, transfers, and data integrity of all applicable tickets.
• Interface with engineers via telephone calls, chat, and other means of communication.Interact with systems engineering, security engineering, and network engineering teams to restore service and identify and correct core problems in customer networks and infrastructure.
• Escalate tickets requiring technical support or root cause determination beyond Tier 1/2 support capabilities to higher level engineering teams for expedient resolution.
• Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 1/2 incidents related to customer networks and infrastructure.
• Monitor and track the status of all submitted incidents, problems, and changes, including managing cases where they are escalated to higher levels of support for customer networks and infrastructure.
• Managing end to end incident management process, including capturing status, providing customer updates, and tracking.

Requirements:

• Bachelor's degree in Computer Science, Information Systems, or a related field.
• 2+ years of experience in a similar role.
• Experience working in a managed services provider (MSP) environment is highly preferred.
• Knowledge of network infrastructure and security, including Cisco routers, switches, and firewalls, VPNs, and TCP/IP.
• Experience with Windows Server, Active Directory, Exchange, and Microsoft Office Suite.
• Experience with virtualization technologies, including VMware and Hyper-V.
• Experience with monitoring tools such as Connectwise (RMM), Auvik, and CrowdStrike.
• Experience with AWS and Azure.
• Excellent communication skills, both written and verbal.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong problem-solving and analytical skills.
• Commitment to risk management and protecting customer network and infrastructure integrity and confidentiality.
• If you are a highly motivated individual with a passion for technology and providing exceptional customer service, we would love to hear from you. This is a full-time position with competitive compensation and benefits.

Slipstream IT is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation or identity, national origin, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Slipstream IT makes hiring decisions based solely on qualifications, merit, and business needs at the time.