Remote IT Support Technician

Summary

Join PEAKE Technology Partners as a Service Desk Technician II (SDTII). This role involves handling tickets not resolved by the SDTI, assisting with longer term projects, and occasional after-hours on-call rotation. The ideal candidate has a passion for technology and professional experience is not necessarily required but preferred.

Requirements

• Excellent customer service skills including effective written and verbal communication skills
• Ability to work independently and manage priorities and tasks
• Firm understanding of computer hardware and how to diagnose hardware problems including desktop, laptop, and printers
• Strong knowledge of both Mac and Windows operating systems and how to install and upgrade them
• Familiarity with Active Directory including local and domain accounts and troubleshooting application of Group Policy
• Ability to identify spam and phishing attempts
• Knowledge of networks and network troubleshooting. Basic understanding of TCP/IP, routing and switching, DHCP, DNS, VLAN, VPNs, PoE
• Understanding of wireless basics such as SSIDs and passwords, channels, and Interval vs. Guest networks

Responsibilities

• Remote troubleshooting of end-user software, hardware, and network issues
• Understand, follow, and improve PEAKE processes and documentation
• React to incoming alerts from client system monitoring
• Resolve escalations from SDTI (typically more complicated, novel, or high-priority tickets)
• Serve in after-hours on-call rotation (approximately 5 days on-call per month)
• Complete quarterly reviews for assigned clients to ensure systems are configured and operating correctly
• Complete after-hours server and network equipment maintenance including OS updates and firmware upgrades
• Assist with project work such as new software rollouts and office moves as assigned

Preferred Qualifications

• Firm understanding of email platforms including Microsoft 365 and Google Apps. Ability to create and manage mailboxes and configure mail clients for each platform on different types of devices
• Familiarity with Ubiquiti and Meraki network equipment
• Experience with ConnectWise suite of products (Manage, Automate, Control)
• Knowledge of HIPAA security principles
• Understanding of 3rd party applications such as Quickbooks, Centricity, ECW, Tigerview, etc

Benefits

• Annual salary divided into monthly payments sent on the 1st of each month through international wire transfer or PayPal
• Receive a 13th payment as a bonus in December
• Opportunities for training and development to stay up-to-date with the latest technological advancements