Technical Support Specialist

Technical Support Specialist (Tier 2)

Please thoroughly read the job posting before you apply for the position!

Job Description

• Prior MSP Experience will be considered an asset.
• This position REQUIRES Project Management skill and abilities.
• This position REQUIRES the candidate to possibly lift up to ~50 pounds in weight, and climb ladders to mount, affix or attach equipment to ceilings, walls, etc.

As a Technical Support Specialist or Tier II (T2) Support Specialist, your position will provide technical support to clients by researching and answering technical questions, troubleshooting issues, maintaining servers and network performance, while maximizing their system capabilities. Additionally, the position will be responsible for understanding the technical and functional requirements of new and existing clients and making appropriate recommendations to maintain business continuity.

The T2 must be able to look at simple and complex network environments to troubleshoot any number of problems including, but not limited to, firewall issues, Windows Active Directory complexities, domain namespace blacklisting, printer issues, email delivery problems, backup issues, virtualized system errors, various compliance issues and other problems. In addition, a T2 must be able to analyze existing and future client needs and review technical alternatives with the entire client base to determine the impact on their environment while maintaining a client's security and if applicable compliance needs.

Additionally, within this particular position, the candidate will be responsible for client projects such as, but not limited to on/off boarding, new client requests, etc., and assisting Tier 1’s (T1’s) in their day-to-day functions. A T2 position relies heavily on experience and is also in the rotation for on-call service and training the junior employees to get up to speed on needed knowledge as fast as possible.

Basic Competencies

· Customer centric

· Function effectively in a fast-paced team-oriented environment.

· Ability to troubleshoot issues and/or assist in T1 problem solving.

· Strong analytical skills

Versed in:

- Basic Server Configuration Methods including Stand alone and Virtualized Environments

- Support of internal and external network configuration.

- Local and Cloud based backups of client data.

- Enterprise Email Systems

- Disaster Recovery / Business Continuity Procedures

- VLAN / VPN connection solutions

- Desktop Configuration

- Compliance / Risk

- SharePoint/Teams resource management

- Azure/Entra environment management

- Setup and management of VoIP systems

- Inbound Email Filtering configuration

· On site visitation to Install new hardware, software, and networks equipment (only in an emergency)

· Perform troubleshooting analysis of servers, workstations, and associated systems

· Document resolution for future reference

· Monitor system performance and keep customers informed of incident progress, impending changes or agreed outages

· Experience in Active Directory, Group Policy, share/security permissions, Exchange email permissions and cloud storage access.

· Ability to self-start, self-schedule and complete tasks with minimal directives

· Willingness to follow company policy and adhere to standard practices involving documentation

· Must have a pleasant personality, a team-work type attitude and the ability to explain complex technology simply to customers

· Must have the ability to be on a rotational on-call schedule (at least one week out of every six)

· Must have a valid drivers’ license, up-to-date insurance and no major traffic violations (The use of your own car is required. Mileage will be reimbursed.)

· Monitor the remote management system alerts boards and notifications, to respond accordingly through service tickets

· Server Maintenance and support for clients

· Network Maintenance and support for clients

· Identifies, researches, and resolves technical problems

· Responds to telephone calls, email and tickets for technical support

· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

· Documents, tracks, and monitors the problem to ensure a timely resolution

· Participate in discovery sessions with prospects and customers to gather and understand their technical and functional requirements.

· Be available for on-call support when scheduled to address issues that are after hours that include and are not limited to occasional weekend work.

· Work closely with others in collaborating/ designing, implementing and execution of IT projects.

Tier 2 Escalations responsibilities:

· IT support relating to technical issues involving Microsoft’s core business applications

· Support services and licensing for Microsoft related technologies: Windows 7, Windows 10/11, Windows Server, Exchange, O365, Active Directory, SharePoint, etc.

· Ability to configure and troubleshoot network equipment including routers, switches, firewalls, and wireless access points.

· Provisioning and installation of hardware and software as they relate to user workstations, servers, and other IT-based appliances, etc.

· Remote access solution implementation and support: VPN, Terminal Services, RDWeb, and VM access.

· Working knowledge of HyperV/VMWare– ability to provision and troubleshoot

· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

· Escalate service issues that cannot be completed within agreed service levels

· Develop in-depth knowledge of the service catalog and how it relates to customer’s needs

· Understand processes in ConnectWise by completing assigned training materials

· Enter all work as service/project tickets into ConnectWise for a cohesive beginning to end process.

· Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry

· Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

· Use of critical thinking in dealing with unknown issues that clients provide.

· Ability to multi-task and adapt to changes quickly, including re-prioritizing assignments.

· Technical awareness: ability to match resources to technical issues appropriately

· Understanding of our own support tools, techniques, and procedures to provide a superior customer experience.

· Self-motivated with the ability to work in a fast-moving environment

· Able to perform after hours work on demand if requested by client – (a rare occasion when asked.)

· Required to work with third party software/hardware vendors to help resolve client issues.

· Assist T3 with larger projects out in the field.

· Responsible for identifying hardware used for client use in the field from one’s own tech bag for inventory purposes.

Other skills and abilities:

• Ability to lift ~50 pounds in weight.
• Ability to climb ladders to gain height over 6 feet.
• Ability to attach, mount and/or affix equipment to ceilings, walls, top of server racks all above floor level and possibly over 6 feet in height.

Job Type: Full-time

Pay: $65,000.00 - $72,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person

Salary : $65,000 - $72,000