IT Technician - Level 2

InfoTech, located in Franklin, TN, is seeking a Level 2 Support Specialist to join our team. The ideal candidate has hands-on experience with virtualization platforms (Hyper-V), Windows-based server systems, Active Directory, firewall administration, Office 365 administration, and VOIP technologies (3CX). This role is responsible for the effective provisioning, installation, configuration, operation, and maintenance of systems hardware, software, and related infrastructure. The Level 2 Support Specialist also participates in technical research and development to drive continued innovation across our infrastructure, and ensures that all systems, software, and procedures align with organizational values., * Excellent people skills, including good verbal and written communications skills

• Has a service-oriented attitude with the ability to assess individual circumstances
• Excellent decision making and analytical skills
• Able to assess, negotiate and resolve questions and problems
• Able to view incidents and problems from the customer perspective
• Maintain daily performance and maintenance of computer systems
• Assist helpdesk team with support and serve as the first point of contact for customers seeking technical assistance over the phone or by email
• Be an escalation point for the helpdesk team
• Participate in a rotation on call schedule
• Participate in a monthly maintenance process with the team
• Experience working after hours to meet client needs and demands

At Least 3 Years Commercial Experience with the following:

• Working for a Managed Service Provider(MSP)
• Windows Server, Active Directory, Office 365
• VMware/Hyper-V
• MS Exchange/email and messaging platforms
• Perimeter security products (Firewalls, VPN’s, IPS, AV, Anti-Spam etc.)
• Centralized desktop/device deployment and management systems
• Microsoft Desktop operating systems & Office applications
• Effective communication skills with both technical and non-technical staff

Desirable Skills:

• VOIP Telephony (3CX)
• Familiarity with Microsoft SQL Server, RDS, IIS
• Familiarity with SAAS offerings, e.g. Azure, Office 365
• Cross platform skills in addition to Windows/Mac OS
• Scripting and automation
• Intermediate knowledge of computer networking concepts, * Do you have experience working for a Managed Service Provider?

Experience:

• Network support: 2 years (Required)
• Computer Support: 2 years (Required)