Network & Systems Technician
About The Position
Our growing technology services client is seeking an IT Support Technician II to join its client support team. This is an excellent opportunity for an IT professional who enjoys solving technical challenges, providing exceptional customer service, and working with a wide variety of technologies and business environments. The ideal candidate will have prior service desk experience, strong troubleshooting abilities, and a passion for helping users resolve technical issues efficiently and professionally. As a Network & Systems Technician, you will serve as a key member of the support team, handling incoming technical requests and providing advanced troubleshooting assistance to clients. You will work closely with other technicians, serve as an escalation resource for complex issues, and support a variety of technologies including Microsoft 365, Windows environments, networking systems, security platforms, and Apple devices. This role offers exposure to a broad range of technologies and provides opportunities to develop both technical and customer service skills in a fast-paced managed services environment.
Requirements
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field
- 1-2+ years of experience working in a Service Desk, Help Desk, or Technical Support environment
- Experience using ticketing systems to manage support requests
- Experience supporting: Windows desktop operating systems, Printers and peripheral devices, Microsoft Outlook and email platforms
- Strong troubleshooting and analytical problem-solving skills
- Excellent verbal and written communication abilities
- Ability to work independently while managing multiple priorities
Nice To Haves
- Microsoft 365 administration and support
- Windows Server environments
- Apple/Mac support
- Palo Alto firewalls
- Juniper networking technologies
- Remote monitoring and management tools (RMM platforms)
- Datto RMM or similar remote support solutions
- Data backup and disaster recovery practices
Responsibilities
- Respond to and resolve incoming support requests via: Phone, Email, Chat, Remote support tools
- Troubleshoot and resolve intermediate to advanced technical issues across client environments
- Serve as an escalation point for issues that cannot be resolved by Level I support staff
- Diagnose and resolve workstation, software, network, and connectivity issues
- Support Microsoft 365 environments, including user administration and troubleshooting
- Provide support for Windows desktops, Windows Server environments, and Apple/Mac systems
- Assist with email setup and troubleshooting, including: Microsoft Exchange, Outlook, IMAP, SMTP
- Troubleshoot: TCP/IP connectivity, DNS issues, DHCP issues, Wireless networking problems, Internet connectivity concerns
- Support firewall, security, and network infrastructure technologies
- Assist with backup and recovery solutions and best practices
- Deliver exceptional customer service while maintaining a friendly, professional demeanor
- Communicate technical information clearly to both technical and non-technical users
- Build strong relationships with clients through responsiveness and problem resolution
- Ensure client satisfaction through thorough follow-up and issue ownership
- Create, update, and maintain detailed support tickets and technical documentation
- Utilize remote monitoring and management tools to support client environments
- Leverage automation and administration tools to improve efficiency
- Coordinate with software, hardware, and technical vendors to resolve support issues
- Participate in team meetings, training sessions, and collaborative troubleshooting efforts
- Assist with infrastructure upgrades and technology projects as workload permits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
