Level 2 IT Technician

Job Description

Seeking an IT Support Engineer/Technician to assist growing Managed IT Service Provider (MSP) supporting local small/medium-sized businesses. TeamLogic IT is looking for someone who has great customer service and a strong technical background, who is able to implement and maintain IT solutions in a fast-paced environment.Looking for someone with project management and/or team management experience. This is an opportunity to get in early with a growing team and to pursue a career in Information Technology while learning from senior staff members possessing decades of experience.

Experience and Skills Required:

• Must have at least 3 years of Managed Services Provider experience.
• Must have project management or team management experience.
• Familiarity with the following brands: APC, Apple, Cisco, Cisco Meraki, Datto, Dell, HP, Intronis, Lenovo, Microsoft, Netgear ProSafe, QNap, SonicWALL, Sophos, Synology, Ubiquiti, iOS
• Candidates must have an understanding of troubleshooting the client and server operating systems outlined in the Main Job Tasks & Responsibilities section below.
• Candidates must be team players with excellent communication skills and possess the ability to manage assignments independently. The ideal candidate will have a nurturing personality and the desire to help in the mentoring of their fellow technicians.
• Candidates must have the ability to work collaboratively when necessary.
• Candidates must be comfortable working in a fast-paced and high energy environment.
• Candidates must possess strong decision making and problem solving abilities.
• Candidates must possess exceptional organizational skills and the ability to handle multiple tasks concurrently.
• Candidates must be reliable and punctual.
• Candidates must have reliable transportation and auto insurance.

Main Job Tasks & Responsibilities:

• Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers.
• Handle technical issues that are escalated to them from the Level 1 staff.
• Manage procedures and team members for customer projects and ongoing customer support.
• Troubleshoot issues relating to :
  • Windows Server 2008/2012/2016 and SBS variants
  • Windows domains and workgroups
  • Windows networking (mapped network drives, shared folders, printers, etc.)
  • Active Directory
  • User profile creation and modification
  • Group Policy Objects
  • Firewall Configuration (VPN, port forwarding, etc)
  • LAN/WAN connectivity
  • Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)
  • Hardware diagnostics (servers/workstations/laptops)
  • Microsoft Office Suite (2007-2016)
  • Windows 7/10
  • macOS
  • Cloud phone provider such as Jive
  • Third party applications with assistance of the vendors support staff
  • Experience with Kaseya is a significant bonus
• Perform support remotely to our manage services customer using our remote monitoring and management tools.
• Visit local client sites for on-site service, network assessments, planning discussions, etc.
• Log time entries and notes for support and maintenance performed using Autotask.
• Provide customers with timely written and oral updates regarding their support cases.
• Update and maintain customer information in our documentation system as changes in their environment occur.
• Create or update documented policies and procedures for the use of technical staff when new issues occur that may impact multiple users.