L2/Tier 2 Technician

ESSENTIAL FUNCTIONS:

• Provide desktop support, including diagnosing and resolving software, hardware, and network issues
• Guide users remotely through troubleshooting steps and provide on-demand assistance
• Understand service level agreements (SLAs) and ensure timely resolution of issues within the defined response times
• Handle system administration, covering server and system management, user access management, and backup and business continuity measures
• Manage cloud platforms and provide support file access, communication tools, and licensing
• Configure, manage, and troubleshoot networking devices
• Maintain cybersecurity measures
• Respond to support tickets and communicate solutions clearly and efficiently
• Develop and maintain technical documentation and knowledgebase.

QUALIFICATIONS:

• A Bachelor's degree in the related field is preferred
• Knowledge or previous experience in an IT MSP (managed service provider) supporting many different clients with disparate systems, hardware, and configurations
• Experience handling different levels of support (Tier 1, Tier 2, and Tier 3) and knowing when to escalate issues
• Experience in diagnosing and solving issues with printers and other peripherals
• Experience in troubleshooting connectivity issues, understanding VPNs, and managing network configurations
• Experience in configuring, managing, and troubleshooting networking devices including firewalls, wireless access points, and switches
• Experience with using internal client specific documentation and knowledge base systems to ensure efficient issue resolution
• Proficient in creating and updating documentation for future use, efficiency, and process standardization
• Experience with virtualization tools including Hyper-V and VMware
• Experience with backup systems and business continuity solutions (Datto BCDR, StorageCraft, Veeam or similar)
• Strong understanding of networking protocols (TCP/IP, DNS, HTTP, FTP, etc.)
• Understanding of security protocols, encryption, and secure access methods
• Working knowledge of RMM (Remote Monitoring and Management) tools (e.g., ConnectWise Automate, N-Able, and Datto RMM)
• Familiarity with team collaboration tools including Microsoft Teams, Slack, etc.
• Familiarity with antivirus, next-gen antivirus solutions including EDR/MDR, email filtering and security, and DNS filtering solutions
• Familiarity with issue tracking, time tracking, and ticketing systems (e.g., Autotask PSA, Connectwise Manage, Kaseya BMS)
• Familiarity with remote support tools (e.g. Splashtop, TeamViewer, AnyDesk, RDP)
• Familiarity with server management, system monitoring, and automation tools
• Significant experience with Windows server operating systems
• Familiarity with on-premises Active Directory (AD)
• Knowledge of cloud platforms including Microsoft Azure and Google Cloud
• Knowledge and good understanding of Microsoft 365 management, including users, teams (including Teams Phone), groups, licensing, Exchange, and SharePoint/OneDrive
• Strong understanding and knowledge of system configuration, installation, and troubleshooting for Windows 10, Windows 11, and MacOS desktop operating systems
• Proficiency with standard software packages (Microsoft Office Suite, Adobe Acrobat, VPN clients, remote access tools, etc.)
• CompTIA A+/Network+/Security certifications that provide foundational knowledge in IT support and networking is beneficial
• MCITP or MCSA certifications for Windows Server, Active Directory, and other Microsoft technologies is preferred
• Ability to ensure solutions provided meet the company's service standards and customer expectations
• Strong analytical skills to identify root causes and develop effective solutions
• Strong verbal and written communication skills, including the ability to explain complex technical issues in simple terms to non-technical customers
• Willingness to quickly adapt to new technologies and processes as they evolve
• Ability to balance using existing documentation/knowledge and creativity/out-of-the-box thinking when troubleshooting technical issues
• Ability to work support tickets efficiently and prioritize based on severity and business needs
• Ability to carefully analyze systems, identify issues, and ensure nothing is overlooked
• Ability to guide users remotely through troubleshooting steps and provide on-demand assistance
• Understand Service Level Agreements (SLAs) and ensuring timely resolution of issues within the defined response times
• Sensitivity to working with diverse teams, maintaining professionalism and respect
• Understand cultural differences, especially when dealing with clients across different regions and time zones
• Ability to handle high-pressure situations, ensuring the customer feels supported
• Patient and has empathy for customers experiencing technical difficulties