Tier 2 MSP Technician

NCS (Network Computer Service) exists to drive personal and professional growth by supporting our clients and our team to master the technology they use. We believe in providing high quality IT support and technology consulting that fits our client's business needs without unnecessary costs. We believe in a goal of being problem preventers, not problem solvers and we live by a principal that there is always another perspective. By becoming experts in the right technology, we can support our clients to grow and protect what they have built.

Who are we looking for?

We are not looking for someone who just "wants a job to make ends meet", we believe what we do takes much more than that.

If you are passionate about technology and thrive in dynamic environments where you tackle both routine and novel challenges, this role may be for you. At NCS, we are a small but growing business, which means you need to be adaptable to rapid changes and frequent process pivots.

We continuously evolve our processes and practices, so we value individuals who are excited about contributing to using technology to create efficient processes. While we may not have published instruction for every detail yet, your willingness to help shape the creation of these is crucial.

A Tier 2 Technician is someone with industry experience in B2B IT support. You should have hands on expertise in desktop support (workstations, printers, m365 exchange and Entra management) and high competency in network troubleshooting (firewalls, switches, servers, Virtual Machines, APs, VLANs), VoIP, Microsoft 365 business products, & BCDR.

We seek someone who embraces continuous learning, understanding that the tech industry is ever-evolving. Your passion for staying sharp and relevant through ongoing education is essential. If you love learning about technology both at work and in your personal time, you will fit right in with our team.

What will you do as a T2 Technician?

As a Tier 2 Technician at NCS, you will play a crucial role in supporting our clients’ technology needs and ensuring their systems run smoothly. Your responsibilities will include:

Troubleshooting and resolving incidents: By periodically fielding phone calls and managing the inbound ticket queue, you will be the first, technical point of contact for clients seeking assistance. You should provide quick and accurate solutions to client issues, demonstrating our expertise and commitment to their success. You should recognize when to escalate complex issues to ensure prompt and effective resolution. Bring your personality into the calls with our clients. We want our clients to treat us like an extension of their team and the human element is critical! Know how to explain complex problems in relevant and easy-to-understand ways.

Handle Escalated Support Tickets: when assigned by our service coordinator, support other technicians to solve issues they are unable to solve.

Provide On-site support: When assigned or the need arises, perform onsite visits by driving your vehicle to a client location to complete an issue resolution or answer a client request.

Think outside the box: Awareness of the big picture at each client helps our team provide proactive solutions and suggest opportunities for improvement our client's use of technology.

Excellent time management and documentation: document your time and actions with detail, so our service coordinator can easily identify where we are at on an issue and what the next steps are. Support in the creation of SOPs to contribute to our growing knowledge base. Be confident enough to suggest ideas and contribute to discussion on potential new initiatives.

Project Participation: Assist in the planning and execution of IT projects as assigned, such as migrations, network installations, and security enhancements.

Continuous Learning: Stay updated with the latest technology trends and advancements. Participate in training sessions and certifications to enhance your skills and knowledge.

In this role, you will be a key player in helping our clients master their technology, supporting their growth, and protecting their investments. Your expertise and proactive approach will ensure that our clients receive the highest quality IT support.

Required Skillsets:

• Proficiency in diagnosing and resolving complex technical issues across various systems and platforms.
• Network Configuration and Management: Skills in setting up, managing, and troubleshooting network devices such as routers, switches, and firewalls.
• Server Administration: Experience with managing and maintaining servers, including Windows Server, Linux, and virtualization technologies like Hyper-V.
• Security Protocols: Knowledge of cybersecurity principles, including implementing and managing security measures like firewalls, antivirus software, and intrusion detection systems.
• Backup and Disaster Recovery: Expertise in setting up and managing backup solutions and disaster recovery plans to ensure data integrity and availability.
• Scripting and Automation: Ability to write and use scripts (e.g., PowerShell, Python) to automate routine tasks and improve efficiency.
• Remote Support Tools: Proficiency with remote support tools and techniques to assist clients with technical issues from a distance.
• Software Deployment and Management: Skills in deploying, updating, and managing software applications across multiple devices and environments.
• Vulnerability Remediation: Familiarity with vulnerability remediation practices and how to perform remediations on client networks / endpoints.
• Entra: Knowledge of user and group management, new user deployment, user decommissioning, Role based access, and troubleshooting authentication issues.
• SharePoint: Fundamental knowledge of proper SharePoint intranet setup, migrations from file servers to SharePoint Online, managing library / site permissions, content management center / object metadata, troubleshooting / integrating power automate workflows.
• Exchange Online: Proficiency in configuring and managing Exchange Online, including mailbox management, distribution groups, and email flow troubleshooting.
• OneDrive for Business: setup of one drive on desktop clients, troubleshooting OneDrive sync / backup issues, recovery of data from OneDrive backup.
• Documentation and Reporting: Ability to create and maintain detailed documentation and reports on technical issues, resolutions, and system performance.
• Migration Experience: experience migrating data from other services I.e. (local exchange, Gmail, etc..) to M365 using tools such as BitTitan.

Job Type: Full-time

Pay: From $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift

Application Question(s):

• Are you willing to travel to client sites as needed to perform work? 15% of time.

Experience:

• B2B IT support: 3 years (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person

Salary : $28