Help Desk Tier II

The Tier II Help Desk Technician will be responsible for providing advanced technical support, troubleshooting complex IT issues, and ensuring the smooth operation of our clients’ technology environments., * Provide Tier II technical support for desktops, laptops, servers, printers, and network-related issues.

• Troubleshoot and resolve escalated technical issues from Tier I technicians.
• Install, configure, maintain, and troubleshoot Windows operating systems and business applications.
• Support and administer Microsoft 365, including Outlook, Exchange Online, Teams, SharePoint, and OneDrive.
• Troubleshoot network connectivity, VPN, DNS, DHCP, TCP/IP, and wireless networking issues.
• Manage user accounts, permissions, and Group Policies in Active Directory and Microsoft Entra ID.
• Assist with workstation deployments, hardware upgrades, and software installations.
• Diagnose and troubleshoot remote access and connectivity issues.
• Monitor and respond to technical support tickets within established service-level agreements (SLAs).
• Document troubleshooting procedures, resolutions, and system configurations.
• Escalate complex technical issues to Tier III engineers when necessary.
• Provide professional and courteous technical assistance to clients, both remotely and on-site.
• Collaborate with team members to improve IT processes and service delivery.

The ideal candidate is a proactive problem-solver with strong technical knowledge, excellent communication skills, and the ability to work independently while collaborating with other IT professionals., * Minimum 2 years of experience in IT technical support, Help Desk, or a similar role.

• Strong knowledge of Windows 10/11 and Windows Server environments.
• Experience supporting Microsoft 365 and Active Directory.
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and firewalls.
• Experience troubleshooting hardware, software, and network-related issues.
• Familiarity with remote support tools and ticketing systems.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple tasks and work efficiently in a fast-paced environment.
• Strong customer service skills and a professional attitude.
• Ability to work independently and as part of a team., * Previous experience working for a Managed Service Provider (MSP).
• Experience with Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) platforms.
• Familiarity with virtualization technologies such as VMware or Hyper-V.
• Knowledge of cybersecurity best practices, endpoint protection, and backup solutions.
• Experience with firewall administration and network troubleshooting.
• IT certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications.
• Bilingual English/Spanish is a plus.

Unison Information Technology is a growing Managed IT Services Provider (MSP) dedicated to delivering reliable, efficient, and innovative technology solutions to businesses., At Unison, we believe our team is the foundation of our success. We offer an environment where your contributions are valued, your technical skills are challenged, and your professional development is encouraged.