Technical Support Specialist - Level II

Invizio•Miami, FL

47d•Hybrid

About The Position

This is a full-time IT Technical Support position. Candidates are expected to have intimate familiarity and be comfortable supporting clients with current business technology solutions. At Invizio we are dedicated to helping businesses maximize their use of technology. We strive to empower our clients in their missions by applying our knowledge and expertise to a wide range of technologies. We were founded in 2008 with a vision to serve small and mid-sized businesses and organizations as their single point of contact for all things technology, we serve clients in a variety of industries as a trusted partner, advisor and advocate.

Requirements

Candidates must have at least 3 years of relevant IT Support and IT System Management experience.
Candidates must have excellent written and verbal business and technical communication skills and interpersonal skills
Strong customer service orientation is a must.
Candidates must be comfortable interacting with end users both over the phone and in person.
Strong interpersonal and communication skills.
Strong command of the English language is a requirement.
Familiarity with the correct use of technical terms.
Ability to quickly learn new systems and software applications.
Candidate must hold the following certifications or be willing to obtain them within the 3-month probationary period: Network+, Microsoft 365 Fundamentals
Candidates must have a practical understanding of and ability to configure and troubleshoot: Desktop Operating Systems: Microsoft Windows, Apple Mac OS
Candidates must have a practical understanding of and ability to configure and troubleshoot: Server Operating Systems: Microsoft Windows Server, Mac OS Server, Linux
Candidates must have a practical understanding of and ability to configure and troubleshoot: Applications: Desktop Productivity eg. Microsoft Office, Adobe Acrobat etc.
Candidates must have a practical understanding of and ability to configure and troubleshoot: Server Applications: eg. Microsoft Exchange, SQL Server.
Candidates must have a practical understanding of and ability to configure and troubleshoot: Security: eg. Anti-virus/Anti-malware, Encryption
Candidates must have a practical understanding of and ability to configure and troubleshoot: Cloud Productivity: eg. Microsoft 365, Google Workplace, Dropbox etc.
Candidates must have a practical understanding of and ability to configure and troubleshoot: Unified Communications: On-premises & hosted VoIP PBX, Handsets etc.
Candidates must have a practical understanding of and ability to configure and troubleshoot: Network Technology: Physical cabling, routers, firewalls, switches, wireless access points, etc.
Candidates must have a practical understanding of and ability to configure and troubleshoot: Hardware: Desktops, Laptops, Servers, Printers etc.
A quiet distraction-free working environment
A reliable high-speed Internet connection
A smartphone (iOS or Android) for security authentication
Reliable transportation

Nice To Haves

Previous experience at an IT Support or Managed Services Provider is preferred.
Familiarity with ticketing/help desk software (i.e. Autotask, ConnectWise, etc.)
Familiarity with RMM software (i.e. Kaseya, Autotask, N-Central, etc.)
Ability to prioritize, schedule, coordinate and manage a variety of activities and projects
Candidates with a Two or Four year degree in Computer Science, Engineering or IT related field of study are preferred.

Responsibilities

Performing timely recognition, isolation, resolution and follow-up of submitted help desk tickets
Providing detailed documentation of help desk support
Configuring, and troubleshooting desktop hardware and peripherals
Installing, configuring, and troubleshooting Windows 10 & 11 and desktop applications
Re-installing desktops and laptops as needed
Installing, configuring, and repairing desktop and network printers
Assisting with security-related updates or patches
Creating and update help desk documents
Developing user training and instructional materials as needed
Performing other duties as assigned
Provide intermediate to advanced network and server troubleshooting including: Network connectivity diagnostics and repair
Provide intermediate to advanced network and server troubleshooting including: Server configuration
Provide intermediate to advanced network and server troubleshooting including: Server alert monitoring and troubleshooting
Provide intermediate to advanced network and server troubleshooting including: Server configuration, deployments and migrations