Service Technician II

Syand Corporation•Burnsville, MN

About The Position

The Service Technician II at SYAND plays a critical role in the day-to-day management of service desk operations, with a focus on resolving escalated support tickets through to completion. This position is part of a collaborative team that delivers technical support to a diverse portfolio of managed service clients across multiple industries. Success in this role requires strong troubleshooting skills, a customer-focused mindset, and the ability to thrive in a dynamic, fast-paced environment. SYAND seeks motivated professionals who are passionate about technology and committed to delivering high-quality service.

Requirements

Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures.
Design - Generates creative solutions; translates concepts and information into images; uses feedback to modify designs; applies design principles; demonstrates attention to detail.
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others.
Business Acumen - Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.
Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.
Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
Organizational support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.
Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.
Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.
Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
Fundamentals of operating systems
Understanding of systems and network virtualization technologies
Familiarity with cloud services usage and administration
Administration of network services (IPv4, IPv6, DHCP, DNS)
Basic administration of Group Policy, including printer, file share, and file access policies
Understanding of network protocols, including routing and switching configuration and troubleshooting
Basic knowledge of security requirements in a Windows domain environment
Foundational understanding of network security and threat mitigation strategies
AS or BS in IT Related field preferred.
2 to 5 years’ experience in a desktop support, software support or system administration role.
Experience working for a managed services provider preferred.
Hands-on experience with Windows 11 desktop operating systems
Proficiency in managing and maintaining Windows Server environments
Working knowledge of Microsoft Active Directory, Microsoft Entra ID, and Microsoft 365 administration
Familiarity with desktop and workgroup printing devices, including setup and troubleshooting
Experience with server and desktop backup solutions, including configuration and monitoring
CompTIA A+
CompTIA N+

Nice To Haves

Proficient in Microsoft 365 suite, including Exchange Online, Teams, SharePoint, OneDrive, and integrated telephony systems
Hands-on experience with Microsoft Azure for server and network infrastructure management
Strong knowledge of Microsoft SQL Server administration and maintenance
Experience configuring and managing Ruckus and Cisco Meraki wireless networking solutions
Skilled in deploying and maintaining SonicWALL and Cisco Meraki firewall appliances
Proficient in virtualization technologies including Microsoft Hyper-V and VMware
Familiarity with Dell and Lenovo desktop and server hardware
Experience with SAN/NAS storage solutions from Lenovo, Dell, and Synology
Working knowledge of Professional Services Automation (PSA) tools such as ConnectWise, Autotask, and Kaseya BMS
Proficient in Remote Monitoring and Management (RMM) platforms including Kaseya, ConnectWise Manage, and Datto RMM
Experience with Acronis Cyber Protect for cybersecurity and data protection
Knowledge of Datto backup and disaster recovery solutions
Microsoft Certified: Azure Fundamentals
Microsoft 365 Certified: Fundamentals
Microsoft Certified: Azure Administrator Associate
Microsoft 365 Certified: Modern Desktop Administrator Associate
JAMF Administrator

Responsibilities

Diagnose and resolve issues related to desktop, server, and network environments, including third-party hardware and software components
Collaborate with senior technical staff by escalating complex issues appropriately and maintaining clear communication with clients regarding ticket status and resolution progress
Deliver on-site technical support for infrastructure, systems, and end-user devices as required
Gain proficiency in SYAND’s internal tools and workflows, contributing to continuous improvement initiatives through feedback and process refinement
Participate in the on-call rotation as scheduled by service management, providing after-hours support during assigned periods throughout the year