IT Support Specialist - Level 2

One of our US based clients in an MSP are looking for a experienced, knowledgeable, positive, self-motivated, and energetic Tier 1 or 2 IT support technician to work with them.

(Core hours are 3pm-11pm/4pm-12pm)

You will work with the team of IT support technicians and become part of a diverse company and culture that you can be a part of.

The IT Support Technician is the primary customer facing contact. This customer-focused position works to fully resolve issues efficiently while ensuring the great customer experience. This dedicated individual possesses the ability to maintain well-balanced order in a highly demanding and time-critical environment. Level 2 capability is demonstrated by easily accomplishing complex and diverse tasks for their MSP clients.

Duties And Responsibilities:

The IT Support Technician will interface with management and client users.

Specific responsibilities for this position include, but are not limited to:

• Handle customer support calls and emails with a positive attitude
• Manage call load to ensure we are exceeding customer expectations and escalate issues as appropriate
• Provide a great customer experience and improve client relationship with the customer
• Take ownership of every issue to ensure it is completely resolved
• Comprehensive notes and documentation for every engagement
• Customer communication that ensures a high level of satisfaction and appropriate expectations
• Meet and exceed appropriate productivity levels relative to tasked assignments
• Focus on continuous improvement and enhancements to their capabilities
• Flexibility and willingness to solve all IT needs as requested
• Strong generalized IT skill set: Including Desktop OS, Server OS, and network and Cloud architecture

Knowledge, Skills and Abilities Required:

• Outstanding customer service skills
• Strong verbal communication and listening skills
• Working knowledge of IT hardware- desktop, laptops, servers, switches, etc.
• Experience with desktop operating systems including Microsoft and Mac OS
• Server OS experience including AD, DNS, DHCP
• Microsoft 365 Platform / Azure knowledge
• Knowledge of network theory and architecture
• Ability to explain technical concepts, terminologies and provide instruction in layman's terms to individuals or groups
• Strong documentation skills emphasizing attention to detail
• Proven analytical and problem-solving abilities
• Steadfast ability to work independently, yet able to work effectively as part of a team
• Confident with working under limited time constraints and pressure situations

Experience

• Required Prior MSP technical role (3+ years) - Advantageous
• Experience with ConnectWise Manage / Automate
• Demonstrated success in Information Technology
• Preferred A+, Net+, and Security+ Certifications
• Preferred IT Generalized Certification: ex. MCSA
• Preferred Specialized Certification: ex. CCNA

Duties, responsibilities, may change at any time, with or without notice.