Tier 2 Support Tech

Job Overview: Under the direction of the Vice President of Service, the Tier 2 Support Technician helps carry out Teal’s vision of exceptional client service by setting up and maintaining computer systems to ensure network and server operations run smoothly and securely. Responsibilities include troubleshooting hardware, software, and networking issues, as well as ensuring all computing operations run with optimal performance, security, and efficiency. As part of Teal’s continued innovation, this role also requires the regular and effective use of AI-powered tools, including Thread and other internal AI platforms adopted by the organization to enhance productivity, streamline workflows, improve documentation quality, and support faster issue resolution., * Configuring and maintaining networked computers, including hardware, system software, applications, and other critical systems.

• Ensuring data is stored securely and backed up regularly.
• Implementing, diagnosing and resolving hardware, software, networking, and system issues when they arise including but not limited to the following technologies:
• Microsoft Azure, Hyper-V, Server Virtualization
• Microsoft Server 2019, 2016, 2012 and other Operating Systems
• Active Directory Group Policies
• Active Directory Security
• Microsoft O365 and M365
• TCP-IP Networking
• Backup and Disaster Recovery Solutions
• Cisco ASA and Meraki Firewalls, VPNs and Security Solutions
• Systems Management Tools
• Using AI-based productivity and documentation tools (including Thread) as required to enhance ticket quality, optimize troubleshooting workflows, and support operational efficiency across service teams.
• Replacing and upgrading defective or outdated components when necessary.
• Monitoring system performance to ensure everything runs smoothly and securely.
• Resolve escalated issues from the Help Desk team and provide technical mentorship.
• Documenting any processes which employees need to follow in order to successfully work within our computing system.
• Maintain professional appearance and conduct at all times.
• Adheres to company work practices.
• Establishes and maintains effective working relationships with colleagues, clients, vendors, and management.
• Documents work processes as required.
• Performs other duties as assigned.

• Loves helping people
• Is committed to excellence
• Is forward thinking, To be successful in this role, the Tier 2 Support Tech should possess strong problem-solving skills, an in-depth understanding of information systems, and a willingness to embrace new technologies especially AI tools, to elevate the support experience. The best candidates will be collaborative, customer-focused, and adaptable., * High school diploma; 1-2 years related experience and/or training; or equivalent combination of education and experience.
• Excellent customer service skills and “can do” attitude.
• Past experience administering server-side technology and networked computing systems.
• Ability to prioritize a wide range of workloads with critical deadlines.
• Highly responsive.
• Excellent oral and written communication skills. Ability to read/speak/write at a high level. The role requires high level written communication skills.
• Ability to document work and maintain accurate records.
• Resourceful - the ability to figure things out.
• High attention to detail.
• Maintain a professional appearance, demeanor, and team-oriented behavior; have mutual respect for management and team members; partner with others to create an exceptional experience for each and every client.
• Punctual, dependable, goal oriented, and able to receive constructive coaching.
• Adherence to privacy regulations and privacy considerations for clients.
• Ability to communicate effectively in the English language in-person, by phone, or in writing.
• Experience and skills with Microsoft Technologies include AD, Exchange, Outlook, and Office; Mac OS; smartphones (IOS/Android troubleshooting); Google Apps; Office365; LAN device configuration, and basic networking knowledge.
• Must be able to successfully pass a criminal background check.

Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Paid holidays, * Competitive salary and performance-based incentives.
• Comprehensive benefits package, including paid time off, paid holidays, health, dental, vision, life insurance, disability, and retirement plans.
• Ongoing professional development and training opportunities.
• Collaborative and supportive work environment.
• Opportunity to work with cutting-edge technologies and gain hands-on experience.