What are the responsibilities and job description for the 2nd Level PC & Network Technician position at Centrend, Inc.?
2nd Level PC & Network Technician Top Reasons Why You Want to Work as a 2nd LevelPC & Network Technician at CentrendWork remotely (within 45-minutes of Worcester, MA) and independently approximately 85% of the timeRarely work weekends and utilize flexible hours when neededOpportunities for overtime with time-and-a-half pay (seldom a necessity)Two weeks paid vacation to startMultiple advancement and growth opportunities in tech, operations, and / or managementBlue Cross Blue Shield Health InsuranceWork directly with and learn from the owner who has over 25 years of IT experienceAcquire hands-on experience with and be trained on some of the latest technologies availableVirtually limitless learning and training possibilitiesSmall company environment SummaryAs a Centrend 2nd Level PC & Network Technician, you will be servicing, troubleshooting, and resolving a variety of technical computer hardware (desktops, laptops, servers, printers, networking devices, etc.), software (Microsoft Windows, Microsoft Office, Google Suite, Apple, cloud applications, etc.), and networking issues. You will be the second level of resolution when 1st Level Technicians need assistance resolving technical issues. To succeed, you must have a warm and friendly approach to customer service and support, take ownership of your performance, and assist the 1st Level Technicians improve their skills. Primary DutiesTroubleshoot and resolve technical client issues, remotely and on-site as requiredMonitor and manage the trouble ticket system and take ownership of tickets from 1st Level Technicians as neededContinually maintain accurate status, notes, hours, and documentation of customer configurations, work summaries, and history with the clientIdentify new technologies to improve client safety and efficienciesReview technical logs often and take appropriate action as neededAssist Management with identifying new products and services to enhance Centrend’s technical stack Other ResponsibilitiesDiscipline to work independently without direct supervision and the ability to follow a systematic approach to problem resolutionComfortable working with all organizational levels, including executivesDesire to learn, apply, and understand new technologies and related environmentsGood at fact-finding, problem-solving, and determining the root cause of issuesExplain technical issues and solutions in an easily understood format so non-tech-savvy clients can comprehend itExtremely high customer service mentality with the ability to communicate effectively in person, on the phone, and by emailNote : This is a summary of responsibilities and serves to illustrate but does not encompass all job responsibilities. Any or all responsibilities subject to change Background ProfileMust have a minimum of 3-5 years’ hands-on networking experienceAdditionally, must possess a minimum 3-5 years in an IT technical support related role troubleshooting and supporting PC hardware and softwareMust live within a 45-minute commute of Worcester, MA as most clients are within this radiusPast or current titles such as Desktop Support Specialist, Help Desk, IT Support, Computer Support, Technical Support, Network Administrator, Network Technician, Computer Technician, PC Technician, IT Technician, or IT Team Lead could be a potential fitStrong troubleshooting skills for computers, servers, networks, and internet technologiesProficient with operating systems, applications, troubleshooting, installation, and supportExperience with Windows Servers, configuration, networking, and Active DirectoryStrong knowledge of Microsoft Office (Word, Excel, Outlook, Exchange, etc.)Familiarity of DNS Security and Management, Networking switches, DHCP, and Static IP assignmentsAbility to lift up to 30 poundsTechnical Bonus Skills such as Azure / Hybrid AD, MS 365 Cloud, G Suite Cloud, SonicWall Firewalls, Mac laptops / desktops / IOS helpful, but not necessary EducationB.S. in IT or 3-5 years’ experience in networking and a technical, support-related roleCertifications in A , Networking , MCP, MTA, CCNA are beneficial, but not required