Tier II Support Technician

Overview

Silotech Group provides Advanced Cyber Solutions, Intelligence Solutions, Enterprise/Cloud IT Services and Products, and Managed IT/Security Services to Federal, State, and Commercial clients. We provide Federal Government and Commercial clients with customized, agile technical solutions focused on data, enterprise platforms, service engagement, and customer workforce development through trust-driven and collaborative relationships. Our vision is to help customers achieve their most challenging goals by unifying innovation, integrity, and exemplary services and products.

Silotech Group is looking for a quality Customer-focused IT Help Desk Technician to support its Managed Service team. This position is responsible for accurately, efficiently, and professionally providing world-class service to our customers. This position responds to routine and complex customer inquiries via telephone and e-mail. The primary focus is providing assistance and advanced troubleshooting regarding service delivery, installation, outages, component-level problems, and other technical issues. 

Location

Corpus Christi, TX (On-Site).

Clearance Requirements

N/A

Essential Role and Responsibilities

As a Tier 2 IT Support Technician, you will play a crucial role in ensuring the seamless operation of our organization's IT infrastructure. Your primary responsibilities will revolve around providing advanced technical support, particularly in the areas of networking, troubleshooting, and Microsoft 365. Your expertise will be instrumental in resolving complex IT issues and ensuring a high level of user satisfaction.

Key Responsibilities:

• Network Support
  • Diagnose and resolve network issues to maintain a stable and efficient network environment.
  • Configure and troubleshoot routers, switches, and other networking equipment.
  • Collaborate with the IT team to implement network upgrades and improvements.
• Microsoft 365 Administration
  • Manage and troubleshoot Microsoft 365 applications and services.
  • Provide support for email, SharePoint, Teams, and other Microsoft 365 tools.
  • Collaborate with the IT team to implement and optimize Microsoft 365 solutions.
• Advanced Troubleshooting
  • Investigate and resolve escalated technical issues promptly and effectively.
  • Utilize advanced diagnostic tools and techniques to identify root causes of problems.
  • Collaborate with Tier 1 support to provide guidance and training on issue resolution.
• Documentation
  • Maintain detailed and accurate documentation of IT systems, configurations, and issue resolutions.
  • Develop and update knowledge base articles for both internal and end-user reference.
  • Contribute to the creation of standard operating procedures (SOPs) for IT support processes.
• User Support
  • Provide exceptional customer service and support to end-users.
  • Communicate technical solutions in a user-friendly manner to non-technical staff.
  • Collaborate with other support teams to ensure a seamless and positive user experience.
• Collaboration and Training
  • Work closely with other IT support tiers to share knowledge and enhance team capabilities.
  • Participate in training sessions to stay current with emerging technologies and industry best practices.

By excelling in these areas, you will contribute significantly to the reliability and efficiency of our clients' IT infrastructure.

Qualifications

Education

Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).

Experience

• Proven experience in Tier 2 or equivalent IT support roles.
• In-depth knowledge of networking protocols, technologies, and security.
• Proficiency in troubleshooting Microsoft 365 applications and services.
• Strong documentation skills with a keen attention to detail.
• Excellent communication and interpersonal skills.
• 3 plus years of relevant IT experience in a Help Desk role 
• ConnectWise ticketing system a plus 
• Prior experience providing technical support in a business environment. 
• Excellent oral and written communication skills with customers and peers; tactful and effective customer communication. 
• Strong team player 
• Ability and willingness to evaluate and learn new technologies and apply them effectively. 
• Working with an MSP is strongly desired.

Certifications

• Any relevant IT certifications such as A or Network are desired.

Preferred Qualifications

• Prior experience supporting or working with an MSP.