Benefits:
Dental insurance
Health insurance
Paid time off
Profit sharing
Vision insurance
As a Tier II Network Support technician you will be primarily responsible for providing advanced level technical assistance and support to clients. In addition to this, the role serves as an escalation point for our Tier I Support team when an issue reaches beyond the scope of support provided by lower technical tiers.
The ideal candidate is a self-starter that can flourish in a laid back team environment.
Key Responsibilities
Receive & respond to escalated service requests, incidents and change requests in a timely manner
Maintain accountability to lower tier technical team members to assist with escalations that stretch beyond the tier 1 scope of support
Train and educate clients on technical standards
Troubleshoot and resolve issues with:
Customer line-of-business (LOB) applications and common applications like web browsers and Microsoft Office
General network connectivity including ISP
Common networking technologies such as DHCP and DNS
Wireless network performance and accessibility
Firewalls, switches, and routers
Remote access technologies including VPN, RDS, and Citrix
Operating systems on servers, desktops, and laptops
Complete technical administrative tasks such as:
Virus/malware removal
Add/remove/change virtual server resources
AD/365/application password resets
Identify recurring issues and initiate problem tickets for them
Make recommendations for improvements of supported hardware and software
Engage vendors, 3rd parties, and client subject matter experts (SME) as needed during the troubleshooting process
Additional Responsibilities:
Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients
Receive mentoring and feedback from Tier III leadership
Where appropriate, escalate complicated issues to Tier III or other appropriate teams
Review Tickets with Team Lead
Create and update documentation when changes or occur, or when discoveries are made
Educate users on Process, Hardware, and Software
Answer Incoming Service Desk phone calls and chats
Participate in the on-call rotation (1 week every 3-4 months)
Additional duties as required
Skills, Knowledge and Expertise
3+ years relevant technical experience is required
CCNA, VMware, or Microsoft 365/Azure certifications highly desired
Strong knowledge of current IT concepts, issues, practices, methodologies, and trends
Good problem solving and decision-making skills; ability to understand and analyze complex issues
Self-motivated, detail orientated, highly organized and able to handle a variety of tasks and responsibilities in an efficient manner with a high level of quality
At least 5 years relevant IT experience fully supporting and building customer environments
At least 5 years’ experience managing & working with the following technologies:
Windows Server
Microsoft/Office 365
Active Directory
GPOs
Routing and Switching
Firewalls
VPNs
Virus and Security
TCP/IP
DHCP
DNS
At least 3 years’ experience with virtualization technologies:
Hyper-V
VMWare
Additional information you will want to know:
Minimal travel is expected, however some is possible
Applicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment
Job Type: Full-time, In-Person
Pay: $65K