Infrastructure Support Specialist (Windows / Azure / Vmware)

IT Application Support Specialist (Windows / Azure / VMWare)

Charlottesville, VA (onsite is preferred but remote is possible once initial training is completed)

The Informatics Customer Service team troubleshoot, diagnose and resolve complex IT issues, including but not limited to:

·Connectivity

·Automation systems and middleware

·Middleware issues like results transmission and auto-verification rules

·Issues related to routing and system management

MAIN RESPONSIBILITIES

·Manage and resolve complex IT issues via remote connectivity.

·Careful communication with customers to understand complex problems, investigate a large variety of IT systems remotely, and quickly find a resolution to minimize downtime of analyzers and automation systems.

·Provides after-hours and weekend on-call support to customers.

·Engage with customers to resolve issues using Achieving Service Excellence model.

·Utilize the ticket documentation system to ensure all meaningful data is captured to support product design/customer usability per compliance standards.

·Communicates with peers, including Engineering, Operations, Quality Assurance, Regulatory, field personnel, and Marketing concerning product and customer service issues.

·Perform other duties & project as assigned.

Required Experience/Background

·5 years of support experience preferred

·CompTIA Network+ Certification

·Experience with:

oWindows Server / Active Directory

oVMWare

oVPNs

oAzure Cloud

oSQL

oDatabase connectivity

o3 Tier Web Application Networking background

Education

·Degree in Information Technology or related Sciences is preferred