Support Technician - Level 2

The successful candidate is a disciplined, self-motivated IT generalist who enjoys working with people as much as he or she enjoys working with technology, servers and applications.

Job Description

The Support Technician's tasks and responsibilities include:

• Technical support for desktops using Microsoft Windows or MacOS
• Systems support for various Microsoft products, third-party software and cloud applications.
• Provide support for high-level system and network issues including performance or outages
• Technical support at the network level: WAN and LAN connectivity, firewalls, and security.
• Remote access solution implementation and support including VPNs and Remote Desktop Services.
• Provide recurring on-site maintenance and end-user support.
• Manage multiple issues concurrently with successful results.
• Effectively track status and time in ticketing system.
• Update technical documentation as needed
• Troubleshoot and manage escalations from the help desk, project team, and managed services group.
• Regular communication with clients, keeping them informed of incident progress, upcoming changes or agreed outages.
• Taking support calls live for immediate triage.

Skills Desired

• At least 3 years of IT experience in a support role or related area.
• Intermediate skills with Microsoft technologies including AD, Group Policies, Office 356, Exchange, and Microsoft Hyper-V
• Solid network troubleshooting skills: TCP/IP concepts and LAN/WAN issues.
• Experience troubleshooting issues related to DHCP & DNS.
• Experience and familiarity with firewalls, routers, managed switches, wireless controllers and WAPs.
• Working knowledge of Cisco, SonicWALL, Sophos and Meraki appliances.
• Familiarity with a broad spectrum of on-premises/Cloud disaster recovery systems.
• Experience with malware remediation.
• Experience with AV and AM products including Sophos, ESET, MalwareBytes or others
• Knowledge in all supported Microsoft Desktop Operating Systems Windows 7-10
• Knowledge in all supported Microsoft Server Operating Systems 2008-2019.
• Strong oral and written communication skills.
• Ability to switch tasks frequently.
• Experience with ConnectWise and Kaseya a significant advantage.
• Mac/iOS Experience is desirable but not required.

This is a full time, permanent position. Benefits include Medical and Dental healthcare, short and long-term disability insurance, and 401K programs.

Please note that this position will be dedicated to supporting clients operating under U.S. export control rules (including ITAR). As a result, this position may include access to technology and/or software source code that is subject to U.S. export controls, including restrictions on who may have access. The Company may choose not to apply, or may be unable to apply, for a license as to any applicants whose access to export-controlled technology or software source code may require authorization. Accordingly, you will be required to provide information regarding your citizenship and immigration status that is relevant for determining whether you could work in the position without a license authorizing your access, and we may decline to proceed with any applicant whose ability to fill the position would depend on such a license.

Pay Range: $65,000 - $75,000 per hour