Technical Support Specialist II
**The Indeed assessments are required to apply for this position. They will be emailed to you once you apply.**

If you are looking to join a bureaucratic organization where employees and customers are treated like cattle, The Scarlett Group is not for you.

If you are looking to join a company that is focused on delivering an excellent customer experience and that treats employees like family, we need to talk.

About us: The Scarlett Group is recognized as a 2021, 2022 Gator 100 Honoree, a fastest growing Gator-led (University of Florida) company in the world. Founded and built by Information Technology Auditors, The Scarlett Group is unique. Our governance, controls, processes, security and approach are next-level. Unlike our competitors, we take an auditor’s view, not a break/fix or product perspective. We are true trusted partners. We don't come with point solutions or band-aids. We advise on strategy and implement affordable solutions tailored to our client. Our goal - provide an excellent customer experience.

We are passionate about innovation and problem-solving, and we believe technology is the key to a better world. Every solution we provide is driven by experienced people who are determined to understand your business goals and align your IT infrastructure to help you achieve them. With offices in Jacksonville, Florida, and Raleigh, North Carolina, our dynamic has been the Southeast. However, over the years, by word of mouth, we have engaged clients from Portland, ME, New York City, and Austin, Texas - among others.

Our firm operates under the highest standards of business practices and validate the best-in-class solutions provided to the clients. The Scarlett Group has successfully completed Auditing Standards Board of the American Institute of Certified Public Accountants (AICPA)’s Statement on Standards for Attestation Engagements Type 1 SOC 2 accreditation.

Our Culture:

• We are one team - passionate, inspiring and supportive.
• We are committed to the success of our clients.
• We pursue excellence through unceasing improvement and effective, efficient execution.
• We are accountable.
• We are responsive and use a collaborative team effort to achieve the best result.
• We communicate honestly.
• We inspire creativity and innovation with desire and vigor.
• We respect and appreciate the viewpoints of others.

Compensation:

• Participation in Company Performance Annual Bonus
• Mileage Reimbursement (minimal travel required)
• Cell Reimbursement
• Optional Occasional Overtime

Benefits:

• Work From Home
• Health Insurance
• Dental
• Life Insurance
• Annual Bonus
• Advancement
• Teaming with Industry Experts
• Conditional Continuing Education Reimbursement
• 401K Match
• Paid Time Off
• Employee outings
• Work Life Balance
• Family Oriented
• Free snacks and drinks
• Secure Parking

Qualifications Required:

• Excellent customer relations and customer communications skills.
• 3+ years of Network and Systems Administration experience
• IT related degree a plus!
• Excellent network analysis fundamentals and robust troubleshooting skills when it comes to network performance and capacity planning.
• Extensive network analysis and reporting is a must, ability to formulate recommendations based on reporting.
• Windows Server 2008/2012/2016 Operating System experience plus others.
• Excellent IP networking fundamentals and experience in the application of IP protocols Recognized ability to document procedures, policies, and infrastructure.
• Knowledge of and experience with firewall platforms; mainly with SonicWALL, FortiGate and Cisco.
• Ability to quickly adapt to advancing technologies and procedural changes.
• Self-motivated, detail and team oriented.
• Project management and customer service skills are required, organization tools to manage projects and monitor timelines.
• Ability to communicate technical concepts in non-technical terms.
• Identify, analyze, and troubleshoot a wide range of complex technical computer and network related problems effectively.
• Listen and communicate information to a wide variety of clients and vendors at all levels of skill.

Essential Duties and Responsibilities:

• Work directly with end users through helpdesk ticketing system, phone, and occasional on-site visits.
• Process inbound service requests through to problem resolution in accordance with issue severity and established service level agreements.
• Strictly adhere to all Internal/External policies and procedures.
• Verify and troubleshoot all problems to include interaction with internal and external escalation resources to resolve complex technical issues.
• Deploy, use and maintain network management tools to accurately report the nature of outages and follow procedures to resolve the problems as needed.
• Assist in information gathering, performance of, and resolutions for network penetration testing, application vulnerability assessments, risk analysis and compliance testing.
• Maintain network monitoring stability through advanced troubleshooting, timely resolution of incidents, and proactive (automated) maintenance.
• Assist with maintenance of documentation and procedures. Record changes to the infrastructure in accordance with proper change management procedures.
• Capable of performing daily operational functions; as well as strategic planning.
• Scheduling and performing routine and preventive maintenance.
• Participation in an on-call rotation (one to two weeknights, every third weekend).

Special Requirements:

• Minimum 3 years of network operations center experience in a TCP/IP internetworking environment.
• Experience with Network Management tools and remote diagnostic tools preferred.
• Routers, Firewall and Switch experience: SNMP, SYSLOG, Content Filters, Spam Filters *Experience with Internet and security services: DNS, E-mail, HTTP, FTP, Access Control, SSL, VPN, IPsec.
• TCP/IP - LAN/WAN - WMI/SNMP - SYSLOG monitoring experience.
• Exchange/ Active Directory / SQL / Data Backup and Recovery experience a plus VMware/Hyper-V or other Hypervisor and NON-MS Operating System experience a plus.
• Backup technologies are a plus - BackupExec, Veem, Acronis, UltraBac, Datto, AppAssure/Rapid Recovery.
• RMM platform management
• Anti-Virus, SIEM, application whitelisting, content filtering
• Linux Server systems management
• Microsoft and 3rd party patch management
• Storage Device management - SAN, NAS, DAS, etc.
• Using IF statements with AND, OR, and NOT functions
• Advanced Excel with Macros
• DRBC experience would be a plus
• Status report writing would be a plus
• Familiarization with SAS-70 / SSAE 16, ISACA, and ITIL guidelines and practices a plus.
• Any programming/scripting experience would be a plus. i.e. Powershell, Visual Basic

Work Remotely

Job Type: Full-time

Pay: $45,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program

Schedule:

• 8 hour shift

Application Question(s):

• What is your expected salary range?
• Are you able to work in Jacksonville, FL or Raleigh, NC?

Education:

• High school or equivalent (Required)

Experience:

• Network Administration: 3 years (Required)
• Server Administration: 3 years (Required)

Willingness to travel:

• 25% (Required)

Work Location: Hybrid remote in Jacksonville, FL 32207

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