What are the responsibilities and job description for the Tier 2 Technical Support Specialist position at DefinIT Solutions LLC?
Job Description:
As a Tier 2 IT Technician, you will play a crucial role in delivering advanced technical support and solutions to our clients. You will handle escalated issues from Tier 1 support, perform in-depth troubleshooting, and ensure prompt resolution of technical problems. Your expertise will be vital in maintaining high levels of client satisfaction and ensuring the smooth operation of IT systems.
Key Responsibilities:
- Respond to and resolve escalated technical issues from Tier 1 support in a timely and efficient manner.
- Perform advanced troubleshooting of hardware, software, and network issues.
- Manage and maintain client IT infrastructure, including servers, workstations, and network devices.
- Install, configure, and upgrade operating systems, software applications, and hardware components.
- Monitor system performance and security, implementing necessary updates and patches.
- Assist with the deployment and management of backup cloud services and solutions.
- Create and maintain detailed documentation of IT processes, configurations, and support activities.
- Collaborate with other IT team members and departments to ensure seamless service delivery.
- Provide excellent customer service and maintain strong client relationships through effective communication and problem-solving.
Qualifications:
- Proven experience as a Tier 2 IT Technician or similar role in a Managed Services Provider environment.
- Strong knowledge of Windows and Linux operating systems, networking protocols, and IT infrastructure.
- Proficiency in troubleshooting hardware and software issues.
- Experience with virtualization technologies (e.g., VMware, Hyper-V) and cloud services.
- Familiarity with security practices and tools (e.g., firewalls, antivirus software).
- Excellent problem-solving skills and the ability to work under pressure.
- Strong communication and interpersonal skills, with a focus on customer service.
- Relevant certifications (e.g., CompTIA Network , CompTIA Security , Microsoft Certified: Azure Administrator) are a plus.
Job Type: Full-time
Pay: $24.00 - $28.00 per hour
Benefits:
- Paid time off
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Ability to Commute:
- Orlando, FL 32801 (Required)
Work Location: Hybrid remote in Orlando, FL 32801
Salary : $24 - $28