Level 2 Technical Support

Job Title: Level 2 Technical Support
Reports To Service Manager
Status Full Time
FLSA Status Non-exempt

Job Overview

Provide IT support for clients remotely or at a client site. Find fixes and final solutions by troubleshooting issues while providing superior customer service. Must be technically capable and a self-starter with strong organizational and customer service skills. May be required to travel to client sites, work weekends or after hours when necessary.

Desired Attributes and Experience

  • Customer first mentality
  • Strong organizational and time management skills
  • Excellent verbal and written communication skills
  • Strong interpersonal skills
  • Reliable
  • Solid understanding of computers, networks and software
  • High attention to detail
  • Previous experience with AutoTask or other ticketing system
  • Ability and willingness to travel to client sites as needed
  • Ability and willingness to work overtime when needed
  • Ability and willingness to work in a high-pressure environment
  • Ability and willingness to work in a collaborative team environment
  • Ability and willingness to quickly learn new technology and software
  • Ability to lift 50 lbs.
  • Must have reliable transportation and valid driver’s license

Responsibilities and Duties

  • Install and configure hardware and software
  • Respond to tickets in accordance with SLA guidelines
  • Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
  • Respond in timely manner to requests and issues
  • Repair and replace equipment as needed
  • Provide onsite and remote support to end users
  • Assist in AV setups as needed for meetings
  • Assist new hire training for basic IT needs.
  • Set up new workstations for users (deploying equipment, checking over account setups).
  • Heavy use of Windows and Mac OS devices
  • Ability to work in Active Directory
  • Understanding of Cisco Meraki
  • Test new technology
  • Create documentation for staff for training purposes
  • Resolve Tier 1 and 2 support tickets

Minimum Education/Certification Requirements

  • Bachelor’s Degree in Computer Science, or Associate Degree plus two years of tech support experience, or three plus years tech support experience.
  • A+ and Net+ Certification or equivalent required.