IT Support Technician

Support Technician - Level 2

We are an MSP Mentor Top 100 company looking for an experienced Level 2 Support Technician to join our IT Services group. The successful candidate is a disciplined, self-motivated IT generalist who enjoys working with people as much as he or she enjoys working with technology, servers and applications. Job Description The Support Technician’s tasks and responsibilities include: * Technical support for desktops using Microsoft Windows or MacOS * Systems support for various Microsoft products, third-party software and cloud applications. * Provide support for high-level system and network issues including performance or outages * Technical support at the network level: WAN and LAN connectivity, firewalls, and security. * Remote access solution implementation and support including VPNs and Remote Desktop Services. * Provide recurring on-site maintenance and end-user support. * Manage multiple issues concurrently with successful results. * Effectively track status and time in ticketing system. * Update technical documentation as needed * Troubleshoot and manage escalations from the help desk, project team, and managed services group. * Regular communication with clients, keeping them informed of incident progress, upcoming changes or agreed outages. * Taking support calls live for immediate triage.

Skills Desired

* At least 3 years of IT experience in a support role or related area. * Intermediate skills with Microsoft technologies including AD, Group Policies, Office 356, Exchange, and Microsoft Hyper-V * Solid network troubleshooting skills: TCP/IP concepts and LAN/WAN issues. * Experience troubleshooting issues related to DHCP & DNS. * Experience and familiarity with firewalls, routers, managed switches, wireless controllers and WAPs. * Working knowledge of Cisco, SonicWALL, Sophos and Meraki appliances. * Familiarity with a broad spectrum of on-premises/Cloud disaster recovery systems. * Experience with malware reme...