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.