IT Support Technician II

We are seeking for a Level 2 Technician. This position as a Level 2 Technician acts as a bridge between Level 1 support and advanced technical specialists. They handle more complex technical issues escalated from the first level and possess deeper knowledge of various IT domains. Our goal is to deliver excellent technical and non-technical support with outstanding customer service and timeliness. This position is part of the Network Operations Center team so candidates must be passionate about technology, highly skilled at providing amazing customer service, and have the ability to thrive in a fast paced and high-pressure environment.

RESPONSIBILITIES:

• This involves analyzing problems, diagnosing root causes, and implementing solutions for various issues related to:

• • Workstations and servers (hardware and software)
  • Networking (routers, switches, firewalls)
  • Cloud services (e.g., Microsoft 365, Azure)
  • Security threats and vulnerabilities
  • User access and permissions
• Depending on the situation, technicians may provide assistance remotely through software or visit client locations for hands-on troubleshooting.
• If an issue exceeds their expertise, they escalate it to Level 3 technicians or relevant specialists for further resolution.
• Performing routine checks and preventative measures to identify and address potential issues before they impact users.
• Automating repetitive tasks through scripting can improve efficiency and reduce human error.
• Providing basic IT training to end-users on various software applications or security practices.
• Perform service pack, hot fix and security updates to servers, workstations, printers, network hardware such as routers, switches, and firewalls.
• Design, configure and implement network infrastructure to include network servers and network hardware such as routers, switches, and firewalls
• Utilize our organization’s monitoring software/hardware used in maintaining the client’s network infrastructure. Consists of applications, Lab Tech, ConnectWise, custom applications created locally.
• Configure and implement complex hardware/network solutions to meet the client’s organizational needs. Consists of but not limited to: Exchange Email, Mobile computing architecture, all Windows operating systems, Sophos Firewalls, ISP architecture, Wireless Internet access, etc.

QUALIFICATIONS:

• CompTIA A+ Certification, Project+, Network+ (Active and Current)
• Above Basic Comprehension of Network Setups and Configurations
• Experience with specific tools and technologies used by the MSP may be advantageous.
• At least 1 – 3 years of experience working in IT Service Team/MSP NOC Team Environment
• Proficient in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)
• CRM Experience (ConnectWise, Autotask, TigerPaw)
• Pathway to Higher Credential or Certification, within 2 years. (i.e. MCITP, MCP, CCNA, CCDA, CCNP)

SKILLS & KNOWLEDGE:

• Perceived capacity to exude Personal Credibility and Professional Integrity
• Positive attitude, towards people and problems
• Experience using popular ticketing systems like ConnectWise, Autotask, or ServiceNow.
• Ability to self-start, work independently and achieve high standards to meet multiple deadlines
• Explicitly proficient communicator, including writing, speaking, editing, proofreading and computer skills
• Ability to identify the root cause of technical issues and implement solutions
• Work effectively with staff in a team-oriented environment with a positive, can-do attitude.
• Adept in developing and maintaining strong relationships with management, staff, vendors and clients.
• Exhibit a high degree of professionalism, balanced business judgment, tact and diplomacy.
• Excellent problem-solving skills, in both mundane and highly-sensitive, albeit complex situations.
• Willingness to learn and stay up to date with technology advancements.