Level 2 Support Technician

March 23

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51 - 200

Description

• Provide extraordinary customer service and support on incoming calls and escalated tickets, and ensure a timely and solid resolution of their issues, making use of remote tools and diagnostic utilities • Organize incident priorities to make sure SLAs are met • Configure and/or install hardware and software components • Manage antivirus software and keep definitions updated • Use Active Directory, File & Print services, DNS and DHCP for server administration • Run preventative maintenance • Supply and configure system for new hires • Onboard new customers and lead network discoveries • Assist in identifying infrastructure upgrades or projects, and propose improvement plans to clients • Keep a tidy log with time entries and support notes using their PSA • Keep clients updated on their projects and cases • Update client's IT environment information in the documentation system • Document policies and procedures • Be a part of the on-call rotation with other Level 2 and Level 3 staff • Keep up to date with security best practices • Troubleshoot issues with various software, hardware, and networking components

Requirements

• 3+ years of experience as an IT Technician, preferably for an MSP (or serving multiple clients) • O365 administration • Desktop and server operating systems (Windows 7 and 10, Server 2008, 2012, and 2016, and Mac OS) • Active Directory • Virtualization tech such as VMWare • RMM and ticketing tools • Configuring and troubleshooting firewalls • Understanding of networking devices • Excellent interpersonal, problem-solving, and customer service skills • Knowledge of Azure and AWS (Bonus) • CompTIA A+ and/or CompTIA Network+ (Bonus) • Kaseya RMM and Autotask PSA Experience (Bonus)

Benefits

• Collaborative and supportive team • Great work environment