IT Support Technician Level 2

Bitfarms•New York, NY

4h•$75,000 - $100,000•Hybrid

About The Position

The Level 2 IT Support Technician is responsible for delivering advanced technical support and maintaining the organization’s IT infrastructure. This role addresses complex issues, implements solutions, and enhances IT processes. Acting as a bridge between end-user support and advanced technical operations, the technician ensures efficient system performance and provides a high-quality user experience.

Requirements

Microsoft Intune, Entra ID (Azure AD), M365 Suite (Exchange, SharePoint, Teams), Slack Admin
Jira, Confluence, Adobe Admin
Microsoft Defender, Apple Business Manager, pfSense, 3CX
Active Directory (AD): User management, group policies, and permissions.
Troubleshooting: Efficiently diagnose and resolve hardware, software, and network issues.
Networking: LAN/WAN, TCP/IP, DNS, and firewall configuration.
Software Support: Install, configure, and provide support for applications like Office 365.
Remote Support: Manage and support users via remote desktop tools.
Customer Service: Deliver professional, empathetic support to users.
Communication: Clearly convey technical solutions in written and verbal formats.
Team Collaboration: Collaborate effectively with Level 1 and Level 3 teams and other departments.
Problem-Solving: Analyze root causes and implement optimal solutions.
Organization: Manage multiple tickets, prioritize tasks based on urgency and impact.
Documentation: Maintain thorough records of procedures and solutions.
Ownership and Agility: Demonstrate a strong sense of ownership, responsibility, and an agile mindset to adapt to changing environments.
College diploma or Attestation of College Studies in Computer Science.
3 to 5 years of experience in IT support.

Nice To Haves

CompTIA A+, Network+
Microsoft 365 Certified
Other relevant IT certifications

Responsibilities

Provide second-level technical support onsite and remotely to troubleshoot and resolve advanced hardware, software, and network issues.
Analyze and resolve escalated tickets, ensuring correct prioritization and resolution; escalate further when necessary.
Support and troubleshoot Office 365 applications, including user account management and custom configurations.
Assist with mobile device setup, integration, and troubleshooting, particularly with O365.
Install, configure, and maintain laptops, workstations, printers, and other hardware assets.
Manage VPN user accounts and configurations to ensure secure and reliable access (e.g., Tailscale, OpenVPN).
Troubleshoot and maintain Teams meeting room hardware and software.
Coordinate with HR to manage onboarding and offboarding processes, adhering to company security policies.
Prepare and provision hardware, software, and user accounts for new hires.
Conduct training for new employees on IT systems and company tools.
Revoke access and recover company assets during the offboarding process.
Administer and maintain IT systems, including Microsoft Intune, Entra ID (Azure AD), Exchange, SharePoint, Teams, and Slack.
Monitor system updates and deploy patches to address security vulnerabilities.
Conduct regular security log reviews and implement compliance measures.
Perform periodic audits to verify IT asset inventory and condition.
Configure and maintain network resources, including servers and critical infrastructure.
Support and troubleshoot LAN/WAN connectivity, TCP/IP configurations, DNS, and firewalls.
Develop and implement IT processes and procedures to improve efficiency.
Maintain detailed documentation of solutions, technical processes, and IT systems.
Train Level 1 technicians and end-users on tools, applications, and best practices.