What are the responsibilities and job description for the Level I / II Technician position at TeamLogic IT?
Full Time • Hybrid - US
Company Overview
We offer a dynamic and supportive work environment where your contributions are valued, and your professional growth is encouraged. At TeamLogic IT, you'll have the opportunity to work on diverse and challenging projects, enhance your technical skills, and make a meaningful impact on our clients' businesses. If you have a strong IT background, a problem-solving mindset, and a passion for innovation, you'll thrive in our fast-paced, ever-evolving industry. Our team is driven by a commitment to expanding boundaries, leveraging expertise, and delivering smart solutions. As part of a local office, you'll also benefit from the collaboration and support of a vast network of technicians across North America.
Summary
We are seeking a diligent and enthusiastic Level I / Level II technician to join our team. The successful candidate will be responsible for providing technical support and services to small to medium-sized businesses (SMBs)This role requires a proactive individual with a strong understanding of IT (hardware & software installation, maintenance, and support), exceptional problem-solving skills, and a dedication to customer satisfaction. At TeamLogic IT, we strive to provide the best customer experience (CX) to everyone we interact with, so interpersonal and strong communication skills are required.
IT Level I / II Technician Responsibilities:
- Technical Support: Provide remote and on-site technical support to clients, troubleshooting hardware and software issues promptly and efficiently.
- System Maintenance: Perform routine maintenance tasks on client systems, including updates, backups, and system monitoring to ensure optimal performance and security.
- Incident Management: Act as one of the first points of contact for all IT-related incidents and service requests, ensuring accurate logging, tracking, and resolution in line with service level agreements (SLAs).
- Network Administration: Manage and maintain client networks, including routers, switches, firewalls, and wireless access points.
- Client Communication: Maintain clear and effective communication with clients, providing regular updates on incident status and ensuring a high level of customer satisfaction.
- Documentation: Create and maintain detailed documentation of client systems, configurations, and procedures to support seamless service delivery. Effectively documenting the issue and resolution in our ticketing system.
- Training and Mentoring: Provide guidance and training to entry level Technicians, fostering a collaborative team environment.
- Security Management: Implement and monitor security measures to protect client data and systems, including antivirus updates, firewall configurations, and regular security audits.
- Hardware and Software Installation: Assist with the installation and configuration of hardware and software for new and existing clients, ensuring compatibility and functionality within their IT environment.
- Continuous Improvement: Identify opportunities for process improvements and contribute to the development of best practices within the team.
Knowledge, Skills, & Qualifications:
- Experience & Education: College diploma or university degree in the field of Computer Science and/or 2 years equivalent work experience. Relevant certifications (e.g., CompTIA A , Network , Microsoft Certified Professional) are advantageous.
- Technical Proficiency: Strong knowledge of Windows and Mac operating systems, Microsoft Office 365, Active Directory. Working knowledge of virtualization technologies such as VMware and Hyper-V is advantageous.
- Remote Monitoring & Ticketing Systems: Experience with RMM tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk.
- Networking Expertise: Intermediate understanding of networking protocols, IP addressing, DNS, DHCP, VPNs, VLANs, and Wi-Fi technologies.
- Security Knowledge: Familiarity with firewalls, antivirus solutions, and industry best practices for cybersecurity.
- Problem-Solving & Analytical Thinking: Strong analytical and troubleshooting skills with a keen attention to detail.
- Communication & Customer Service: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Time Management & Collaboration: Ability to manage multiple priorities in a fast-paced environment while working both independently and as part of a team.
Preferred Additional Qualifications
- Automation: Familiarity with scripting and automation tools (e.g., PowerShell, Bash) to streamline processes.
- Documentation Tools: Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint).
- Experience with Remote Monitoring and Management (RMM) tools: Familiarity with RMM tools like NinjaRMM or similar platforms.
- Experience with Ticketing Systems: Knowledge of ticketing systems such as Autotask PSA, ServiceNow, Zendesk, or similar.
Work Environment:
This position primarily involves remote support with occasional on-site visits to client locations. The candidate should be prepared for occasional travel to client locations and possess a valid driver's license. The role demands a high level of adaptability and the ability to manage multiple tasks simultaneously and independently.
This position primarily involves remote support with occasional on-site visits to client locations. The candidate should be prepared for occasional travel to client locations and possess a valid driver's license. The role demands a high level of adaptability and the ability to manage multiple tasks simultaneously and independently.
Benefits/Perks
- Competitive Compensation. Compensation is salary plus bonuses.
- Paid time off and holidays
- Professional development and certification reimbursement
- Opportunities for career advancement
- People First Culture that prioritizes team-building gatherings
Flexible work from home options available.
Compensation: $45,000.00 - $65,000.00 per year
Our growth isn’t measured in numbers, it’s an investment in aligning with the best talent.
If you have a background and skillset for IT and a determined mindset to overcome any obstacle, you’ll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. That’s a good thing since technology is always advancing, creating an environment that’s fast-paced and dynamic. When you work for a local office, you’re part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.
We’re Committed to a People First Culture
Our philosophy is to support small- and medium-sized businesses across the country so they perform better, grow faster and achieve more. As a result, we are constantly providing our teams with the highest level of support, training and career advancement opportunities in an industry that is constantly evolving.
This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to TeamLogic IT Corporate.
Salary : $45,000 - $65,000
