Technical Support II

Wheeler Machinery•Salt Lake City, UT

16d

About The Position

The IT Support Specialist II is entrusted with the vital task of implementing, administering, and supporting distributed systems, encompassing a wide array of end-user equipment, networking, Microsoft and virtualized environments, all while upholding stringent security best practices. The position involves providing level 1 & 2 technical support, addressing a diverse range of technical challenges, and ensuring the seamless operation of the organization's technological framework. The ideal candidate for this role is someone who combines a robust technical background with outstanding customer service skills and possesses a passion for fostering continuous learning and improvement within the Technical Services function. A Requirements Duties and Responsibilities Ticket Management: Assess, plan, and resolve Tier 1 & 2 issues efficiently and effectively to ensure minimal disruption to business operations and end-user activities. Be available for critical escalations involving site outages and perform disaster recovery as needed. Follow up with IT Support Specialist I escalations and provide insight regarding resolutions Deliver exceptional customer service and manage priorities effectively to ensure critical tickets are addressed and resolved within established SLAs. Refine and improve service delivery by enhancing the ticketing system, automating the distribution and management of issues, and implement self-help capabilities as well as knowledge base. Call Transfer Support: Handle transferred calls to assist with escalated incidents or VIP customer support needs, ensuring a seamless escalation process. Accept incoming calls regarding open tickets that are awaiting client response. Manage handoffs from service management efficiently. Collaboration, Communication, and Customer Service: Collaborate with teammates and customers to provide clear, effective communication during issue resolution. Relay critical updates promptly and professionally between technicians and customers. Become an integral part of the team, serving as a role model for our IT Support Specialist I technicians. Interface with all levels within the organization with tact and professionalism, especially during technical issues. Utilize strong verbal communication and telephone skills to support team collaboration and effective customer interactions. Demonstrate excellent customer service skills, with a focus on professionalism and problem-solving. Remain calm under pressure and exhibit poise in conversations, even in the worst challenging technical situations. Provide advanced troubleshooting for escalated issues within corporate office and other branch locations. Documentation and Standards: Ensure accurate and up-to-date documentation of system changes and issue resolution activities. Consistently use change control processes to keep others informed of ongoing changes in client environments. Adhere to all Standard Operating Procedures (SOPs) for tasks, functions, and organizational policies and create SOPs for future use as needed. Demonstrate excellent documentation skills by providing detailed explanations of troubleshooting with screenshots to continually update ticket system knowledge base. Development and On-Call Rotation: Participate in continual education and skills development utilizing internal and external training programs. Chart your own path for career advancement with the support of leadership. Participate in the on-call rotation, providing after-hour support to end-user. Perform all other duties as assigned.

Requirements

3-5 years of experience in a Help Desk or IT support environment.
3-5 years of experience using a ticketing system for issue resolution.
Associate or bachelor’s degree preferred: computer science, information technology, or other related discipline.
Proficiency with Windows Server (2012/2016/2019/2022/2025).
Familiarity with virtualization, primarily Hyper-V and VMware.
Experience with Microsoft 365 administration and troubleshooting, including troubleshooting via PowerShell
Proficiency with user account troubleshooting, both local AD and Entra ID.
Possess a deep understanding of mail flow and diagnosing mail flow issues (Exchange knowledge is a plus).
Strong understanding of Azure, primarily IAAS offerings including AVD, but familiar with other core services such as storage accounts, key vaults, file shares, and Azure backup (familiarity with Azure Cloud Shell is desired).
Comfortable with switching, primarily utilizing CLI to complete troubleshooting and management tasks
Excellent with workstation troubleshooting, including Windows 10/11 and macOS.
In depth understanding of how DNS functions at a fundamental level, both internal and external to an enterprise network.
Experienced with wireless network troubleshooting (Aruba).
Proficiency in utilizing backup solutions (Veeam and Datto experience are desired)
Comfortable with executing disaster recovery to restore operations during major outages.
Experience creating and reviewing PowerShell scripts.

Nice To Haves

At least one advanced level certification is desired, (AZ-104, AZ-500, AZ-700, AZ-800/801, CCNP, FCSS, CompTIA Server+, CompTIA CySA+)

Responsibilities

Assess, plan, and resolve Tier 1 & 2 issues efficiently and effectively to ensure minimal disruption to business operations and end-user activities.
Be available for critical escalations involving site outages and perform disaster recovery as needed.
Follow up with IT Support Specialist I escalations and provide insight regarding resolutions
Deliver exceptional customer service and manage priorities effectively to ensure critical tickets are addressed and resolved within established SLAs.
Refine and improve service delivery by enhancing the ticketing system, automating the distribution and management of issues, and implement self-help capabilities as well as knowledge base.
Handle transferred calls to assist with escalated incidents or VIP customer support needs, ensuring a seamless escalation process.
Accept incoming calls regarding open tickets that are awaiting client response.
Manage handoffs from service management efficiently.
Collaborate with teammates and customers to provide clear, effective communication during issue resolution.
Relay critical updates promptly and professionally between technicians and customers.
Become an integral part of the team, serving as a role model for our IT Support Specialist I technicians.
Interface with all levels within the organization with tact and professionalism, especially during technical issues.
Utilize strong verbal communication and telephone skills to support team collaboration and effective customer interactions.
Demonstrate excellent customer service skills, with a focus on professionalism and problem-solving.
Remain calm under pressure and exhibit poise in conversations, even in the worst challenging technical situations.
Provide advanced troubleshooting for escalated issues within corporate office and other branch locations.
Ensure accurate and up-to-date documentation of system changes and issue resolution activities.
Consistently use change control processes to keep others informed of ongoing changes in client environments.
Adhere to all Standard Operating Procedures (SOPs) for tasks, functions, and organizational policies and create SOPs for future use as needed.
Demonstrate excellent documentation skills by providing detailed explanations of troubleshooting with screenshots to continually update ticket system knowledge base.
Participate in continual education and skills development utilizing internal and external training programs.
Chart your own path for career advancement with the support of leadership.
Participate in the on-call rotation, providing after-hour support to end-user.
Perform all other duties as assigned.