Technical Support Specialist II

We are seeking a skilled and highly motivated Level 2 IT Technician to join our dynamic team. As a Level 2 IT Technician at PointSolve Technology, you will play a crucial role in providing advanced technical support and solutions to our clients. You will be responsible for diagnosing and resolving complex IT issues, participating in project implementations, and contributing to the overall success of our clients' IT environments.

Responsibilities:

• Technical Support: Provide advanced technical support remotely via email, phone, or onsite, resolving complex IT issues in a timely and efficient manner.
• Troubleshooting: Diagnose and troubleshoot hardware, software, and network issues, providing escalated support from tier one technicians.
• Customer Interaction: Interact directly with clients to understand and address their IT concerns, ensuring a positive customer experience.
• Projects: Assist in planning and implementing IT projects, ensuring minimal disruption to client operations.
• Documentation: Maintain accurate and up-to-date documentation of client environments, configurations, and issue resolutions.
• Collaboration: Collaborate with Level 1 and Level 3 support teams, sharing knowledge and best practices.
• Proactive Monitoring: Utilize monitoring tools to identify and address potential issues before they impact client operations.
• Security: Implement and maintain security best practices to protect client systems and data.
• Client Training: Provide training to clients on best practices, new technologies, and system usage.
• Adherence to SLAs: Ensure compliance with service level agreements (SLAs) and prioritize tasks based on client needs.

Qualifications:

• Experience: Minimum of 3 years of experience in a Level 2 IT support role, preferably within an MSP environment.
• Certifications: Relevant certifications such as CompTIA A , Network , Security , or Microsoft certifications are prefer.
• Communication and Customer service: Strong interpersonal and communication skills, with the ability to effectively communicate technical concepts to non-technical users. Highly dedicated to customer satisfaction.

Technical Skills:

• Proficiency in Windows and Mac operating systems.
• Experience with virtualization technologies (VMware, Hyper-V).
• Strong understanding of networking concepts, protocols and hardware such as firewalls, routers, switches, and wireless infrastructure.
• Familiarity with cloud computing platforms (AWS, Azure).
• Knowledge of IT security best practices.
• Excellent troubleshooting and problem-solving skills.

Additional Requirements:

• A valid drivers license.
• Ability to lift 50 pounds.
• Availability and willingness to work on call as needed.
• Must be able to pass a criminal background check.

Job Type: Full-time

Pay: From $23.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person

Salary : $23