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This is a remote position.
Summary
Technician II should be able to prioritize technical issues, manage assigned tasks, and document time spent and resolutions while demonstrating patience to describe causes and solutions to end users. Ideal candidates should be very organized and able to switch and resume tasks as required. In addition, the candidate should have good verbal and written communication capabilities and the ability to thrive in an expanding team environment.
Provides support to end users for computer, application, system, device, access, and hardware issues. Identifies, researches, and resolves technical problems of moderate complexity. Responds to telephone, email, and online requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. May coordinate with other teams or departments to resolve user problems. Typically reports to Supervisor or Manager.
Job Requirements
Summary
Technician II should be able to prioritize technical issues, manage assigned tasks, and document time spent and resolutions while demonstrating patience to describe causes and solutions to end users. Ideal candidates should be very organized and able to switch and resume tasks as required. In addition, the candidate should have good verbal and written communication capabilities and the ability to thrive in an expanding team environment.
Provides support to end users for computer, application, system, device, access, and hardware issues. Identifies, researches, and resolves technical problems of moderate complexity. Responds to telephone, email, and online requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. May coordinate with other teams or departments to resolve user problems. Typically reports to Supervisor or Manager.
Job Requirements
- 3+ years of helpdesk/field-onsite technical support experience providing a complete network to end-point support services to small and medium-sized businesses
- Experience with all Microsoft technologies, including client operating systems, server operating systems, Exchange, Terminal Services and Small Business Server, Office 365, One Drive, and SharePoint
- Experience with Active Directory and new user creation
- Experience with wired/wireless networks and basic networking protocols, including DNS, DHCP, VPNs, WAN/LAN TCP/IP
- Experience supporting mobile devices
- Experience with IT support delivery through remote support tools
- Ability to come up to speed on new technologies quickly
- Dispatcher and Helpdesk Escalation resource
- Desktop Support: 3+ years (Required)
- Windows Server support: 3+ years (Preferred)
- MSP (Managed Services Provider) Experience: 2+ years (Preferred)
- Technical support in a production IT environment(s), preferably in multi-site environments: 2+ years (Preferred)
- ConnectWise and IT Glue experience a plus
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent day shift schedule.
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