Tier II – IT Technician

Working Schedule: Monday – Friday, 8:00 am – 5:00 pm Mountain Standard Time

The expertise and skills required for this position are:

Responsible for remote service and support needs for our customers.

• This relates to all technology, including workstations, servers, printers, networks, and vendorspecific hardware and software.
• IT support relating to technical issues involving Microsoft’s core business applications, as well as virtual environments built on Microsoft Virtual Environments
• Support services for Microsoftrelated technologies: Windows Server, Microsoft 365, SQL, SharePoint, etc.
• Technical services and support at the network level: WAN and LAN connectivity, firewalls, and security.
• Remote access solution implementation and support: VPN and Terminal Services.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
• Strong interpersonal skills which include a calm and welcoming telephone manner, active listening and customer care is a must.
• Strong skills in documentation and organization of details
• Excellent time management skills
• Ability to multitask and adapt to change.
• Selfmotivated and can work with little supervision.
• Ability to work with a team of individuals in various tiers of support and management.
• Willingness to develop professionally.

• Technical expertise required:

  • Solid working knowledge of Windows Servers, Networking, Virtualization, Security, Email services, Storage technologies, and a variety of Business applications
  • Printer troubleshooting
  • General server access and permissions
  • Server implementation, maintenance, and management
  • Configuration and implementation of Remote Desktop Service
  • Knowledge of desktop applications including Microsoft Office and basic accounting software
  • Develop indepth knowledge of the service catalog and how it relates to customers’ needs.
  • Document internal processes and procedures related to duties and responsibilities.
  • Responsible for entering time and expenses as they occur.
  • Work through a daily schedule that has been established through the dispatch process.
  • Enter all work and time as service requests.
  • Review IT publications and online materials to remain uptodate with current and future technologies emerging in the industry.

  • Educational or previous experience required:

    • Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, SonicWall CSSA
    • A+ Certification is preferred.
    • NET+ Certification is preferred.
    • Experience managing & working with the following technologies is preferred:
      o Windows OS
      o M365
      o Windows Server (2003Present)
      o Active Directory Management (Azure AD Sync)
      o DHCP
      o DNS
      o Remote Desktop Services
    • 3+ years experience in computer network management is required
    • 2+ years of experience supporting end users and server infrastructure in a business environment • 2+ years experience with virtualization technologies
    • Experience in managing endclient networks is preferred
    • Microsoft Exchange configuration and troubleshooting
    • Firewallrouter configuration
    • HyperV knowledge • Windows Server • GPOs • Routing and Switching • VPNs • Virus and Security • TCPIP

    • The key tasks and responsibilities for this position include:

      • Troubleshoot and resolve enduser issues.
      • Provide consistent communication and updates.
      • Coordinate customer support with the team, Service Coordinator, and Service Manager
      • Monitor and review alerts.
      • Improve customer service, perception, and satisfaction.
      • Ability to work in a team and communicate effectively.
      • Escalate service issues that cannot be completed within agreed service levels.
      • Triaging Tickets and Dispatching when necessary
      • Assist with ClientFocused Projects as needed.

      • Benefits:

        13th Month Pay
        HMO & SSS payment on top of the salary (After 90day probationary period)
        Personal Time Off (After 90day probationary period)