Level 2 - IT Technician

Employer: MSP company based in USA

Remote Work Setup

Working Schedule: Monday-Friday, 8:00AM - 5:00PM Pacific Standard Time

The expertise and skills required for this position are:

• Responsible for remote service and support needs for our customers. This relates to all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.
• IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft Virtual Environments
• Support services for Microsoft-related technologies: Windows Server, Microsoft 365,SharePoint, etc.
• Technical services and support at the network level: WAN and LAN connectivity, firewalls, and security.
• Remote access solution implementation and support: VPN and Terminal Services.
• Solid working knowledge of Windows Servers, Networking, Virtualization, Security, Email services, Storage technologies, and a variety of Business applications
• Printer troubleshooting
• General server access and permissions
• Experience working in Active Directory (Add/Remove/Change Users, User Attributes, OUs, Groups, and Devices)
• Understanding of TCP/IP, DNS, and troubleshooting Internet connectivity
• Working knowledge of security fundamentals endpoint protection, MFA, phishing, threat management etc.
• Server implementation, maintenance, and management
• Configuration and implementation of Remote Desktop Service
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
• Strong interpersonal skills which include a calm and welcoming telephone manner, active listening and customer care is a must.
• Strong skills in documentation and organization of details
• Excellent time management skills
• Ability to multi-task and adapt to change.
• Self-motivated and can work with little supervision.
• Ability to work with a team of individuals in various tiers of support and management.
  
  
  

Educational or previous experience required:

Experience Required With Windows Desktop Operating Systems

An understanding of Microsoft 365 administration with experience supporting complex environments

Understanding of Azure AD and related technologies

Familiarity with email security best practices.

Advanced knowledge and understanding of networking ( TCP/IP , Experience with routers and firewalls, DNS services, Wireless (WiFi) Technologies)

Experience managing & working with the following technologies is preferred:

• Windows OS
• M365
• Windows Server (2003-Present)
• Active Directory Management (Azure AD Sync)
• DHCP
• DNS
• Remote Desktop Services
• 3+ years experience in computer network management is required
• Minimum 2 years experience - Server Hardware Technologies (CPU/RAID/SCSI) Support
• Minimum 2 years experience - Data Backup and Recovery Support, Corporate Antivirus
• Microsoft Exchange configuration and troubleshooting
• Firewall/router configuration
• Hyper-V knowledge
• Windows Server
• GPOs
• Routing and Switching
• VPNs
• Virus and Security
• TCP/IP
• Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, SonicWall CSSA
• A+ Certification is preferred.
• NET+ Certification is preferred.
  
  
  

The key tasks and responsibilities for this position include:

Troubleshoot and resolve end-user issues.

Provide consistent communication and updates.

Coordinate customer support with the team, Service Coordinator, and Service Manager

Monitor and review alerts.

Improve customer service, perception, and satisfaction.

Ability to work in a team and communicate effectively.

Escalate service issues that cannot be completed within agreed service levels.