IT Support Technician

Support Technician - Level 2We 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. The Support Technician's tasks and responsibilities include: Technical support for desktops using Microsoft Windows or MacOSSystems 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. Skills Desired: At least 3 years of IT experience in a support role or related area. Intermediate skills with Microsoft technologies including AD, Group Policies, Office 365, Exchange, and Microsoft Hyper-VSolid 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, Malware Bytes 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 Connect Wise and Kaseya a significant advantage. Mac/iOS Experience is desirable but not required. This is a full time, permanent position.