Systems & Network Technical Support II

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Description 

We are seeking a Systems & Network Technical Support II (Technician Tier 2), (in other companies this person could hold the title of IT Support Specialist II, Desktop Support Technician, or Infrastructure Support Analyst), to join our fast-growing Managed Service Provider team focused on IT, VoIP, surveillance, and wireless network services.

In this role, you will be joining a high-performing team of technicians who value collaboration, accountability, and customer satisfaction. You will support technical escalations in a multi-tenant environment, troubleshoot a range of hardware and software issues, and maintain strong client communication and satisfaction.

To be successful in this role, you should be detail-oriented, proactive, and possess excellent communication skills. A solid foundation in IT systems support is essential, along with a strong grasp of diagnostic tools, network configurations, and security protocols. You should also be comfortable managing complex client environments, supporting internal and external stakeholders, and working independently within a collaborative team structure.

Responsibilities Include:  

• Problem resolution involving the use of diagnostic and help request tracking tools, triaging client requests at the desktop level.  

• Receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents while maintaining Service Level Agreement expectations. 

• Working in Windows Server environments, M365 and email providing and configuration, as well as configuring and maintaining backup and disaster recovery. 

• Routing switches, IP/LAN/WAN and working with ISPs and other providers. 

• Routine management of Microsoft and other software licenses. 

• Administering security focused tools including firewall, MFA, LAN hardening and other services. 

• Evaluate documented resolutions and analyze trends for ways to prevent future problems. 

• Ensure maximum profitability on every service request. 

• Assure proper response and customer communication for recurring incidents or ongoing issues. 

Requirements Include:  

• 3-5 years of tech support experience required. 

• A+ and Network+ Certifications are strongly preferred. 

• Extensive knowledge of computer hardware, including workstations, servers, network switches, printers, and peripherals. 

• Experience with NEC/Zultys/Hosted voice solutions, as well as CCTV and access control 

• Working knowledge of VMWare and Microsoft are required.  

• Experience with Microsoft desktop and server operating systems. 

• Application support experience. 

• Working knowledge of a range of diagnostic utilities. 

• Demonstrate concern and empathy for internal/external customers and work with them for solutions to problems. 

• Ability to effectively communicate verbally in person, on the telephone, electronically, and in writing. 

• Exceptional customer service orientation. 

Benefits Include:  

• Unlimited growth opportunities. 

• Vehicle provided for offsite/client visits. 

• You will play an active role as part of an excellent team of encouraging and successful people. 

• Excellent work environment where you can meaningfully have an impact on the success of the company /clients. 

• We value each and every employee, along with their ideas and opinions. 

Compensation: 

• Candidates can anticipate a starting rate of $25.00/hr or higher, depending on experience and skills, plus this position is overtime qualified

Afraid you’re missing a technological requirement?  Apply anyhow.  We’re probably okay with teaching you some stuff if you’re as obsessive about customer service as we are.