IT Support Technician

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.

Technical Support, Mentoring, Technical Support, Mac Operating System, Microsoft Windows Desktop, Microsoft Product Family, Systems Administration/Management, Cloud Applications, Network Performance/Analysis, Local Area Network (LAN), 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., * 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 remediation.
• Experience with AV and AM products including Sophos, ESET, MalwareBytes or others
• Knowledge in all supported Microsoft Desktop Operating Systems Windows 7-10
• Knowledge in all supported Microsoft Server Operating Systems 2008-2019.
• Strong oral and written communication skills.
• Ability to switch tasks frequently.
• Experience with ConnectWise and Kaseya a significant advantage.
• Mac/iOS Experience is desirable but not required.

This is a full time, permanent position. Benefits include Medical and Dental healthcare, short and long-term disability insurance, and 401K programs.