Support Technician II

Main Responsibilities

• Identify, isolate and troubleshoot level 3 I.T. related problems.
• Respond to alert incident tickets and work with system administrators to solve any issues.
• Assist Tier 1 Levels 1,2 support teams with user tickets and answer phones for Tier 2 support directly with client IT teams.
• Log and track customer requests using a problem-tracking tool. As appropriate, escalate problems to 2nd and 3rd level support teams and outside support vendors.
• Follow up on requests according to Service Level Agreements.
• Maintain the Service Desk ticketing system and ensure requests are logged correctly and within agreed timeframes.

Experience and Skills

• Experience with Remote Support and Monitoring tools such as Connectwise Automate (Labtech), Solarwinds, and Microsoft SCCM/Intune.
• Ability to analyze and reproduce problems that have been reported to the Service Desk, documenting steps required to reproduce.
• Intermediate level support for the Microsoft suite of products (Word, Excel, Access, Project, Publisher, Power Point, Windows 10 or higher, Internet Explorer, Visio).
• First level support on the following hardware: Servers, Laptops, Desktops, Notepads, Mobile Phones.
• First level Windows 10 or higher and MAC operating system administration functions.
• Administer User Ids, create new users and delete users, assign group access, file share access, and remote access, and reset passwords according to security standards.
• Monitor server and application availability and proactively alert other service providers to critical conditions requiring immediate resolution.
• Provide second level MS Exchange, Office 365 and Google G-suite Administration functions: add new users based upon established standards, and establish and reset user passwords as needed.
• Provide first level Firewall and virus management support.

Personal Requirements

• Minimum 2 years of college or equivalent work experience preferred.
• MCP preferred but not required.
• Professional presentation and phone manner.
• A basic understanding of how a network environment operates and how applications function within the environment.
• Understanding of basic Windows and MAC desktop administration.
• Basic understanding of WAN, LAN and TCP/IP. Knowledge of Cisco or Fortinet routers preferred, although not required.
• Consistently punctual, dependable and reliable.
• Presents ideas and initiatives both formally and informally.
• Persuades and influences for results.
• Accepts ownership of the problem until it is resolved.
• Generates new ideas leading to opportunities or cost-savings.
• Shows awareness of global trends and new developments in information technology and networks, including standards, protocols and architectures.
• Self-starter, able to work independently. Strong organizational skills with attention to detail and the ability to prioritize.
• Strong interpersonal and collaboration skills, resourceful and proactive team member.
• Flexible to work a rotational schedule (including some Holiday's & weekends) and take on other duties as assigned.