Support Technician II

www.exigotechnology.com•Scottsdale, AZ

18h•Hybrid

About The Position

Join a 30 year IT firm based in Louisiana with clients throughout the US in the SMB and Enterprise space. Our progressive and unique approach to managed services keeps our teams focus on proactive issues and not on putting out fires. Responsible for providing Tier 2 I.T. support services in our managed services division. You will be solving IT issues that are not able to be solved by our user support operations center utilizing Tier 2 and 3 resources as well and working directly with our client's IT staff and POC.

Requirements

Minimum 2 years of college or equivalent work experience preferred
MCP preferred but not required
Professional presentation and phone manner
A basic understanding of how a network environment operates and how applications function within the environment
Understanding of basic Windows and MAC desktop administration
Basic understanding of WAN, LAN and TCP/IP.
Must be consistently punctual, dependable and reliable
Accepts ownership of the problem until it is resolved
Shows awareness of global trends and new developments in information technology and networks, including standards, protocols and architectures
Some telecommunications experience, in particular IP telephony
Self-starter, able to work independently. Strong organizational skills with attention to detail and the ability to prioritize
Strong interpersonal and collaboration skills, resourceful and proactive team member

Nice To Haves

Knowledge of Cisco or Fortinet routers preferred, although not required
Presents ideas and initiatives both formally and informally
Persuades and influences for results
Generates new ideas leading to opportunities or cost-savings
Flexible to work a rotational schedule (including some Holiday's & weekends) and take on other duties as assigned.
Some Customer On-site work.

Responsibilities

Identify, isolate and troubleshoot level 2 or Higher I.T. related problems.
Respond to alert incident tickets and work with system administrators to solve any issues.
Assist Tier 1 Levels 1,2 support teams with user tickets and answer phones for Tier 2 support directly with client IT teams.
Log and track customer requests using a problem-tracking tool. As appropriate, escalate problems to 2nd and 3rd level support teams and outside support vendors.
Follow up on requests according to Service Level Agreements.
Monitor the Service Desk ticketing system and ensure requests are logged correctly and within agreed timeframes
Experience with Remote Support and Monitoring tools such as Connectwise Automate (Labtech), Solarwinds, DATTO RMM, and Microsoft SCCM/Intune.
To analyze and where appropriate reproduce problems that have been reported to the Service Desk, documenting steps required to reproduce
Foster excellent relationships and communications with Customers, Teams, and Vendors.
Can heavily research problems and express a solution consistently and correctly in writing and do so with good grammar, spelling, and overall good written communication skills.
Can handle more than one assignment at once
Provide intermediate level support for the Microsoft suite of products (Word, Excel, Access, Project, Publisher, Power Point, Windows 10 or higher, Internet Explorer, Visio) and Desktop applications (Microsoft Outlook, Trend Micro Antivirus, VNC, Active Directory)
Provide Tier 2 support on the following hardware: Servers, Laptops, Desktops, Notepads, Mobile Phones
Provide Tier 2 Windows 10 or higher and MAC operating system administration functions
Administer User Profiles includes assigning group access , file share access, and remote access.
Monitor server and application availability and proactively alert other service providers to critical conditions requiring immediate resolution
Provide Tier 2 MS Exchange, Office 365 and Google G-suite Administration functions: add new users based upon established standards, and establish and reset user passwords as needed.
Provide Tier 2 Firewall and virus management support
Transition to a Primary on-call after hour support role on an on-going rotation basis
Provide onsite support to clients as needed.
To keep under regular review all off our technical processes and report any recommended changes.
You are responsible for escalating calls to 2nd and 3rd tier support teams.
You will be in direct contact with customer liaison and the users of the customer’s network.
You will be in contact with MSP team members for the customer, including the lead consultant (vCIO) for the customer.
Communicate with System Administrators and the Service Desk manager .