Tier 2 Technician

IT Voice is a leading provider of IT solutions, specializing in a wide range of services including network management, system administration, and technical support. Our team is dedicated to delivering top-notch service to our clients, guided by our core values: Focus on others, own it, work smart, and do the right thing. We prioritize the needs of our clients above all else, taking ownership of every task and approaching our work with efficiency and integrity. At IT Voice, we're committed to excellence in everything we do, ensuring that our clients receive the highest level of support and satisfaction.

Job Description:

As a Tier 2 Technician at IT Voice, you'll play a vital role in installing, maintaining, testing, and repairing systems and networks. Utilizing your technical expertise, you'll provide first-level technical information systems support to IT Voice Customers resolving routine technical problems and ensuring seamless operation of IT initiatives.

Responsibilities:

• Uphold a strong commitment to customer service, ensuring client satisfaction by addressing their needs promptly and effectively.
• Perform general problem solving and assistance on diverse software applications and hardware systems for department users and/or the university community.
• Provide individual and/or group instruction and training to faculty, staff, and/or students on new or updated technologies, while possibly leading lower graded staff and/or student employees performing similar work.
• Coordinate, maintain, and input applicable records such as network users, security, and track inventory levels of equipment and materials, ensuring accurate documentation and billing reconciliation.
• Participate in the review, evaluation, and recommendation of solutions relating to hardware and software acquisitions and/or network updates, contributing to the improvement of technological systems.
• Serve as a primary project member on technology projects with moderate scope and impact, providing guidance and integration of other staff work.
• Perform the installation, configuration, and maintenance of computers, workstations, and other related equipment and devices, ensuring their proper functioning.
• Conduct weekly site visits to clients in the field, offering on-site technical support and assistance as required.
• Stay updated with current technological developments and trends, maintaining currency of knowledge in the IT field.

Requirements:

• Minimum 3 years of experience in the IT field, demonstrating proficiency in system maintenance and troubleshooting.
• Working towards or achieved CompTIA and CompTIA Network certifications, displaying your technical expertise.
• Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications, enabling you to address diverse technical challenges.
• Ability to provide functional direction to other technical support staff and/or student employees, leveraging your experience and expertise.
• Strong interpersonal and communication skills, allowing you to effectively interact with a diverse community and provide technical guidance.
• Good driving record and ability to lift up to 70 pounds, facilitating weekly site visits and equipment maintenance.
• Ability to analyze and resolve computer problems efficiently, ensuring timely resolution of technical issues.
• Commitment to achieving team goals, including weekly hours, utilization rates, and customer satisfaction targets.

Additional Information:

• Please include a brief cover letter with your resume, explaining your interest in joining IT Voice.
• While the work is Monday – Friday, overtime is required. (To be discussed with Hiring Manager)
• We are also a Team – so if it would bother you to take out the trash one day, it’s best you do not apply.

Goals:

• The Aim for 32-40 hours weekly per team member to ensure optimal productivity.
• Strive for 80%-100% monthly utilization per team member, maximizing efficiency and resource allocation.
• Target a monthly CSAT score of 95.0 to ensure high levels of customer satisfaction.
• Ensure tickets are closed within 3 days of creation, maintaining a swift response to client needs.

Job Type: Full-time

Salary: $50,000 - $55,000

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Travel reimbursement
• Vision insurance
• Work from home opportunities

Schedule: Monday to Friday (with overtime opportunities)

Work Location:

• Birmingham, AL (On Site)

Company Website: www.itvoice.com