Level 2 IT Support Technician

$41,600 - $49,920/Yr

Genesis10 - Monroeville, PA

Full-time - Entry Level

Hybrid - Monroeville, PA

251-500 employees

Professional, Scientific, and Technical Services

About the position

Genesis10 is seeking a Level 2 IT Support Technician for a contract to hire position. This hybrid role involves providing technical support to clients, troubleshooting issues, and maintaining IT infrastructure. The technician will work closely with clients and internal teams to ensure efficient operations and support for various IT projects.

Responsibilities

• Provide inbound phone support to clients
• Work support ticket queue
• Provide timely responses to client issues via phone & email
• Troubleshoot Microsoft Office 365 issues
• Onboard/Offboard employees for clients
• Perform software installs
• Work with manufacturers for computer hardware warranty issues
• Maintain computer equipment inventory
• Monitor and maintain various cloud backup solutions (including Barracuda and Veeam)
• Provide support on client projects
• Develop a deep understanding of all client infrastructure and software solutions
• Work with Level 4 Senior Engineering team for complex system, networking, or security issues
• Monitor and improve PRTG infrastructure monitoring solution
• Assist in triaging SIEM/Endpoint protection solution alarms
• Assist in triaging M365 account promises
• Create documentation to improve internal processes and client hardware/software installation and maintenance procedures
• Assist in interviewing and training new hires
• Travel to client sites for in-person support
• Assist engineering team in deploying physical servers or NAS/SAN solutions

Requirements

• Experience in IT support, particularly Level 2 support
• Proficiency in troubleshooting Microsoft Office 365
• Strong communication skills for client interaction
• Ability to work with support ticket systems
• Experience with cloud backup solutions
• Knowledge of computer hardware and software installation
• Ability to create and maintain documentation

Nice-to-haves

• Experience with PRTG infrastructure monitoring
• Familiarity with SIEM/Endpoint protection solutions
• Knowledge of Barracuda and Veeam backup solutions
• Experience in onboarding and training new hires

Benefits

• Access to hundreds of clients
• Opportunity for career-home in Genesis10
• Experienced recruiting team
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF)
• Remote opportunities available