Level 2 IT Technician

Application ends: February 28, 2025

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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.