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