Level 1/2 Support Technician

Summary

Join a leading Managed Services Provider known for exceptional customer service and become their new Level 2 Support Technician (or a Level 1 Tech ready for advancement). This community-centered organization prioritizes empathy and responsive service. You will work closely with clients, resolving their IT issues and contributing to their success. The role involves managing tickets, configuring hardware/software, performing maintenance, onboarding clients, and proposing infrastructure improvements. This position requires strong problem-solving and customer service skills, along with experience in various IT areas. The company offers a collaborative and supportive work environment.

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

Responsibilities

• 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 any of the folowing: MS Office Suite
• Windows 7/10/11, MacOS, Android/iPhone
• LAN/WAN connectivity
• Onsite Hosted and Exchange email/Exchange environments
• Firewall configuration (VPN, port forwarding, and more)
• Cloud phone providers
• Third party applications, with additional assistance from the vendors
• Hardware diagnostics related to servers, workstations, laptops, routers, switches, etc
• Group policy objects
• User profiles
• Active Directory
• Windows domains and workgroups
• Windows Server 2012/16/19/22
• Azure and AWS
• VMWare and Hyper-V

Preferred Qualifications

• Knowledge of Azure and AWS
• CompTIA A+ and/or CompTIA Network+
• Kaseya RMM and Autotask PSA Experience