Tier 2 IT Technician

About Us: Advanced is a family-owned IT Support provider dedicated to delivering personalized IT solutions and support to clients in diverse industries.

Job Description: We are seeking a skilled and experienced Tier 2 Technician to join our help desk. As a Tier 2 IT Support Technician, you will play a critical role in maintaining and optimizing our clients' IT infrastructure. You will be responsible for resolving complex technical issues, managing systems, and ensuring seamless operations across a variety of environments. This role requires a blend of onsite and in-office work, providing hands-on support as well as remote assistance.

Key Responsibilities:

• Excellent client communication skills, including superior phone etiquette and simplifying complex technical concepts into simple language for an end user
• Respond to customer requests and incidents in a timely and professional manner.
• Document all support inquiries thoroughly in our ticketing system
• Provide remote troubleshooting and diagnosis for issues with desktop hardware, business applications, and network infrastructure.
• Ensures all inquiries are resolved to the client’s satisfaction
• Create, maintain, update, and follow internal documentation, client-specific documentation, and Standard Operating Procedures (SOPs).

Additional Responsibilities (As Assigned/Needed):

• Lead or assist with internal or client projects
• On-site support when required to support clients
• On-site service delivery for new or existing clients
• NOTE: This job description is not intended to be all-inclusive. Employees may need to perform other related duties as assigned to meet the ongoing needs of the organization.

Required Technical Skills:

• 4 or more years of experience administering Microsoft cloud services and applications: Intune, Entra ID, Exchange Online, Defender (Security), Teams, Azure, Purview (Compliance)
• 2 or more years of experience in administering Ubiquiti/UniFi networking equipment, including firewalls, switches, and access points
• 4 or more years of experience in administering Sonicwall/Watchguard/PFSense firewalls
• 4 or more years of experience on an IT helpdesk using a ticketing system
• 2 or more years of experience using documentation systems such as Hudu/ITGlue
• 4 or more years of Windows Server Administration

Desired Technical Skills:

• 1 or more years of working in an MSP with a diverse set of clients
• 1 or more years of experience with robotic process automation (RPA) tools, such as Rewst, immy.bot, Power Automate, custom PowerShell, etc.
• IT certifications, especially for MSP-specific tools/software.

Other Qualifications:

• Excellent listening and comprehension skills
• Skilled written and verbal communicator
• Values honesty, integrity, and hard work
• Speaks and writes in fluent English
• A valid driver’s license, reliable transportation, and current registration and insurance. (Clean driving is a condition of employment).

Benefits:

• Competitive pay rate of $24 - $28 per hour.
• Paid time off and holidays.
• Opportunities for professional development and growth.
• How to Apply: If you are a dedicated and experienced IT professional looking to join a supportive and innovative team, we would love to hear from you!
• Please submit your resume and a cover letter detailing your relevant experience and why you would be a great fit for this position.