A Level 2 Technician acts as a bridge between Level 1 support and advanced technical specialists. They handle more complex technical issues escalated from the first level and possess deeper knowledge of various IT domains. Our goal is to deliver excellent technical and non-technical support with outstanding customer service and timeliness. This position is part of the Network Operations Center team so candidates must be passionate about technology, highly skilled at providing amazing customer service, and have the ability to thrive in a fast paced and high-pressure environment.
KEY RESPONSIBILITIES:
This involves analyzing problems, diagnosing root causes, and implementing solutions for various issues related to:
Workstations and servers (hardware and software)
Networking (routers, switches, firewalls)
Cloud services (e.g., Microsoft 365, Azure)
Security threats and vulnerabilities
User access and permissions
Depending on the situation, technicians may provide assistance remotely through software or visit client locations for hands-on troubleshooting.
If an issue exceeds their expertise, they escalate it to Level 3 technicians or relevant specialists for further resolution.
Performing routine checks and preventative measures to identify and address potential issues before they impact users.
Automating repetitive tasks through scripting can improve efficiency and reduce human error.
Providing basic IT training to end-users on various software applications or security practices.
Perform service pack, hot fix and security updates to servers, workstations, printers, network hardware such as routers, switches, and firewalls.
Design, configure and implement network infrastructure to include network servers and network hardware such as routers, switches, and firewalls
Utilize our organization’s monitoring software/hardware used in maintaining the client’s network infrastructure. Consists of applications, Lab Tech, ConnectWise, custom applications created locally.
Configure and implement complex hardware/network solutions to meet the client’s organizational needs. Consists of but not limited to: Exchange Email, Mobile computing architecture, all Windows operating systems, Sophos Firewalls, ISP architecture, Wireless Internet access, etc.
QUALIFICATIONS:
1. CompTIA A+ Certification, Project+, Network+ (Active and Current)
2. Above Basic Comprehension of Network Setups and Configurations
3. Experience with specific tools and technologies used by the MSP may be advantageous.
4. At least 1 – 3 years of experience working in IT Service Team/MSP NOC Team Environment
5. Proficient in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)
7. Pathway to Higher Credential or Certification, within 2 years. (i.e. MCITP, MCP, CCNA, CCDA, CCNP)
SKILLS & KNOWLEDGE:
1. Perceived capacity to exude Personal Credibility and Professional Integrity
2. Positive attitude, towards people and problems
3. Experience using popular ticketing systems like ConnectWise, Autotask, or ServiceNow.
4. Ability to self-start, work independently and achieve high standards to meet multiple deadlines
5. Explicitly proficient communicator, including writing, speaking, editing, proofreading and computer skills
6. Ability to identify the root cause of technical issues and implement solutions
7. Work effectively with staff in a team-oriented environment with a positive, can-do attitude.
8. Adept in developing and maintaining strong relationships with management, staff, vendors and clients.
9. Exhibit a high degree of professionalism, balanced business judgment, tact and diplomacy.
10. Excellent problem-solving skills, in both mundane and highly-sensitive, albeit complex situations.
11. Willingness to learn and stay up to date with technology advancements.
WORK ENVIRONMENT EXPECTATIONS:
Work in this environment is considered medium physical work requiring the exertion of up to forty (40) pounds of force occasionally and up to twenty (20) pounds of force frequently, and up to 10 pounds of force constantly to move objects.
Must be able to:
1. Walk, lift, reach, stoop, sit, squat, bend, stand, grasp, balance, climb, kneel, crouch and type for extended periods of time up to 10 hours.
2. Prepare, read, comprehend, and analyze a variety of complex forms, reports, spreadsheets, maps, plans, records, documentation and correspondence in all languages required by the job.
3. Speak to individuals or groups of people with poise, voice control, confidence, and professional integrity.
4. Respond adequately to inquiries or complaints.
5. Write using standard convention in all languages required by the job.
6. Apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions.
7. Apply common sense understanding to carry out instructions furnished in written, oral or diagrammatic form.
8. Communicate effectively and efficiently in all languages required by the job using whatever communication device or system is required (telephone, et.al.)
9. Use/interpret job related terminology, mathematical formulas and functions effectively and efficiently.
10. Deal with people beyond giving and receiving instructions maintaining effective working relationships.
11. Perform under stress, deal with people acting under stress and adapt when confronted with emergency situations.
12. Be sensitive to cultural differences among individuals and groups of persons.
13. Safely operate a motor vehicle.
14. Operate/use a variety of job specific office machines and other office equipment.
15. Manage multiple high priority initiatives in a fast paced, highly technical environment.
16. Successfully perform the planning, directing, reporting and administrative responsibilities of this position.
$25-$30 per hour
SUMMARY:
A Level 2 Technician acts as a bridge between Level 1 support and advanced technical specialists. They handle more complex technical issues escalated from the first level and possess deeper knowledge of various IT domains. Our goal is to deliver excellent technical and non-technical support with outstanding customer service and timeliness. This position is part of the Network Operations Center team so candidates must be passionate about technology, highly skilled at providing amazing customer service, and have the ability to thrive in a fast paced and high-pressure environment.
KEY RESPONSIBILITIES:
QUALIFICATIONS:
1. CompTIA A+ Certification, Project+, Network+ (Active and Current)
2. Above Basic Comprehension of Network Setups and Configurations
3. Experience with specific tools and technologies used by the MSP may be advantageous.
4. At least 1 – 3 years of experience working in IT Service Team/MSP NOC Team Environment
5. Proficient in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)
6. CRM Experience (ConnectWise, Autotask, TigerPaw)
7. Pathway to Higher Credential or Certification, within 2 years. (i.e. MCITP, MCP, CCNA, CCDA, CCNP)
SKILLS & KNOWLEDGE:
1. Perceived capacity to exude Personal Credibility and Professional Integrity
2. Positive attitude, towards people and problems
3. Experience using popular ticketing systems like ConnectWise, Autotask, or ServiceNow.
4. Ability to self-start, work independently and achieve high standards to meet multiple deadlines
5. Explicitly proficient communicator, including writing, speaking, editing, proofreading and computer skills
6. Ability to identify the root cause of technical issues and implement solutions
7. Work effectively with staff in a team-oriented environment with a positive, can-do attitude.
8. Adept in developing and maintaining strong relationships with management, staff, vendors and clients.
9. Exhibit a high degree of professionalism, balanced business judgment, tact and diplomacy.
10. Excellent problem-solving skills, in both mundane and highly-sensitive, albeit complex situations.
11. Willingness to learn and stay up to date with technology advancements.
WORK ENVIRONMENT EXPECTATIONS:
Work in this environment is considered medium physical work requiring the exertion of up to forty (40) pounds of force occasionally and up to twenty (20) pounds of force frequently, and up to 10 pounds of force constantly to move objects.
Must be able to:
1. Walk, lift, reach, stoop, sit, squat, bend, stand, grasp, balance, climb, kneel, crouch and type for extended periods of time up to 10 hours.
2. Prepare, read, comprehend, and analyze a variety of complex forms, reports, spreadsheets, maps, plans, records, documentation and correspondence in all languages required by the job.
3. Speak to individuals or groups of people with poise, voice control, confidence, and professional integrity.
4. Respond adequately to inquiries or complaints.
5. Write using standard convention in all languages required by the job.
6. Apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions.
7. Apply common sense understanding to carry out instructions furnished in written, oral or diagrammatic form.
8. Communicate effectively and efficiently in all languages required by the job using whatever communication device or system is required (telephone, et.al.)
9. Use/interpret job related terminology, mathematical formulas and functions effectively and efficiently.
10. Deal with people beyond giving and receiving instructions maintaining effective working relationships.
11. Perform under stress, deal with people acting under stress and adapt when confronted with emergency situations.
12. Be sensitive to cultural differences among individuals and groups of persons.
13. Safely operate a motor vehicle.
14. Operate/use a variety of job specific office machines and other office equipment.
15. Manage multiple high priority initiatives in a fast paced, highly technical environment.
16. Successfully perform the planning, directing, reporting and administrative responsibilities of this position.
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