Level II Technician

Galactica CyberSecurity’s Story

At Galactica CyberSecurity we are security first. We are seeking a Level 2 Service Support Technician to join our growing team and expanding locations that we cover.

What do we do? We help small businesses manage their cyber security risk and have the best technology and systems to grow. Our company is financially strong. We are committed to our clients, our team and to the growth of our business.

We’re different because our team lives our core values every day and this is the key to our success. We know what we stand for and what we will not tolerate. We treat every member of our team with respect and dignity. We want to thank you for considering our company, but realize we may not be right for everyone. Every member of our team is committed to our core values.

We are seeking a Level 2 Service Support Technician because our business is growing. We have a managed service business model which means more than seventy percent of our work is supporting clients that have long term contracts with our company. Our business is different from the break/fix business model because we are able to be proactive and plan our work. While we do have emergencies from time to time, our working environment is professional and you will be able to enjoy your time off.

Level 2 Service Support Technician

We are looking for a responsible Level 2 Service Support Technician to help support clients in a timely and professional manner. You will provide high-quality level technical support to our clients and complete associated engineering tasks and projects in a timely and effective manner.

Our successful candidate will be mainly responsible for monitoring, supporting and optimizing our customer’s workstations, printers, VoIP phones and other network devices. We are looking for someone who can solve workstation issues independently. In this position, you will be the main technical point of contact for many of our clients. You will have a direct impact on client satisfaction and our client’s overall happiness with our service. You are a key player on our team. Because of this responsibility, we require excellent written and verbal communication skills. You will be required to update our PSA tickets in a timely manner. As we often say, “If it’s not in a ticket, it didn’t happen.” You will have access to top-notch system management and documentation tools, and we expect you to master those tools. You will also be required to work with our entire team, including executive management, the sales and marketing team, and the complete technical team.

The successful candidate must have 2 years prior experience working for a managed service provider.

Responsibilities

Joining our team means committing to our values. You will be responsible for:

· Embrace our core values and demonstrate your commitment to our values.

• Be flexible and understand in a small dynamic business, we embrace change.

In your client support role, you will be responsible for:

· Onsite response to tickets that cannot be done remotely, with a travel area up to 200 miles away

· Following our ticketing system and the methods we use to open support tickets, work the issue, update the ticket, and closing the ticket in a timely manner

· Logging your time per ticket per our standards

· Attending our work status and communication meetings where we review ticket status and prioritize our work by day, week and client.

· Performing your technical tasks, including:

o Support tickets

o managing client data backups

o entry-level system administration tasks

o trouble-shooting and identifying issues with DNS and Group Policies, user profiles, DHCP, networking and other issues

o solving Office365 issues including password resets, new user creation, license assignment, software installs and other issues

o supporting other technical assignments as required for client projects and implementations

· Performing your documentation tasks, including:

o Using documentation tools to keep client information current and accurate

· Working with our supporting vendors (both software and hardware) to escalate and resolve issues

· Supporting our end user help desk team as necessary when tickets are escalated to you

· Training client team members as required (for either onboarding or other situations)

· Growing your skill set by participating in our company sponsored education and external certification programs

· Traveling onsite to the client as required (independent transportation is required)

Requirements

We require the following for our Level 2 Service Support Technician

· Good knowledge of desktop and laptop support

· Possess excellent general business knowledge to complete assigned tasks

· Excellent written and verbal English communication skills

· Excellent customer service skills

· Superior analytical, organizational and troubleshooting/ problem solving skills

· Ability to confidently and competently complete tasks with deadlines

• Ability to work and be available during 8 - 5pm shift
• Strong knowledge of Windows 7-11
• Strong knowledge of the MS Office suite
• Tier 2 level networking skills (VLANs, DHCP, DNS)
• Understanding of domains, user profiles and how they work (Tier 2 level)
• Understanding of Microsoft 365
• Knowledge of VoIP
• Strong analytical skills
• A minimum of 2 years of recent experience troubleshooting various technology and user situations
• Self-motivated with a positive mindset and high level of enthusiasm
• Responsible and dedicated to the quality of work performed
• High attention to detail while dealing with a continuous flow of new and existing issues
• Ability to switch between tasks with minimal disruptions to support needs of the business
• Ability to relay technical information clearly and simply to non-technical people

Key Performance Indicators

• Escalations Resolved
• Customer Satisfaction Rating
• Quantity & quality of improvements / recommendations suggested
• Quality & quantity of Technical Documentation created / updated

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• IT support: 2 years (Required)

Work Location: In person

Salary : $45,000 - $55,000