Tier 2/3 Support Technician

Allied Business Solutions is currently seeking an experienced Tier II/III Support Technician to join our service team in Boise, Idaho. We are looking for a positive, well-organized, self-motivated professional to service our growing customer base. This position will deliver a high level of customer service and achieve productivity levels in line with Allied’s vision and core values.

Key Responsibilities:

• Grow knowledge base by managing formulation of new documentation that describes technical fixes.
• Provide top-tier technical support to end users for issues reported and escalated tickets.
• Use various systems, software, and tools to identify and diagnose and resolve problems.
• Ability to multi-task and quickly adapt to changing priorities.
• Collaborate with management to recommend efficient workflow and processes improvements.
• Other duties as assigned.

Requirements:

• Detail oriented with outstanding sales and customer service skills.
• Dependable, trustworthy, and self-motivated.
• Complies with all IT policies, procedures, and security standards.
• Broad experience within technical areas such as infrastructure, network administration, Operating Systems (MS Windows, etc.)
• Ability to escalate and coordinate inter-departmental troubleshooting efforts.
• Proven ability to communicate effectively (written and verbally) with customers, peers, management, contractors, and vendors.

Essential Qualifications:

• Must have a minimum of 5 years industry experience in networking and server administration for consideration.
• Ability to work under stress/pressure to meet deadlines and company objectives.
• Knowledge of network protocols, configurations and understanding of LAN/WAN operations including DHCP, DNS, VPN, VLANs, NAT, Route, Switch and Trunking.
• Proficiency in Windows 10-11, Windows Server 2012-2022, Active directory, GPO, Exchange, SharePoint, SQL and Virtualization technologies.
• Proficiency in using MS Office administration.
• Experience with backup/restore solutions.
• Experience with NAS/SAN storage environments.
• Experience with advanced AV and email filtering solutions.
• Excellent communication skills (verbal, written and presentation skills) and business acumen.
• Personal drive and motivation to achieve goals.
• Strong organization and problem-solving skills.
• Work style that reflects a positive, friendly, and supportive attitude.
• Excellent time management skills, attention to detail, adherence to company policies, programs, and work rules.
• Ability to learn new computer software.

Preferred Qualifications:

• Experience with ConnectWise Manage, Automate and Control.
• Experience with Sonicwall, WatchGuard, Fortinet, Cisco and UniFi.
• Experience in a managed service provider environment.