Technical Support Specialist - Level II

Invizio•Miami, FL

138d•$55,000 - $75,000•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

At least 3 years of relevant IT Support and IT System Management experience.
Excellent written and verbal business and technical communication skills and interpersonal skills (verified by tests).
Strong customer service orientation.
Comfortable interacting with end users both over the phone and in person.
Strong interpersonal and communication skills.
Strong command of the English language.
Familiarity with the correct use of technical terms.
Ability to quickly learn new systems and software applications.
Practical understanding of and ability to configure and troubleshoot: Desktop Operating Systems (Microsoft Windows, Apple Mac OS), Server Operating Systems (Microsoft Windows Server, Mac OS Server, Linux), Applications (Desktop Productivity eg. Microsoft Office, Adobe Acrobat etc., Server Applications eg. Microsoft Exchange, SQL Server), Security (eg. Anti-virus/Anti-malware, Encryption), Cloud Productivity (eg. Microsoft 365, Google Workplace, Dropbox etc.), Unified Communications (On-premises & hosted VoIP PBX, Handsets etc.), Network Technology (Physical cabling, routers, firewalls, switches, wireless access points, etc.), 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.
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.
A Two or Four year degree in Computer Science, Engineering or IT related field of study.

Responsibilities

Providing technical support to clients via phone, remote tools, and onsite as needed.
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 updating help desk documents.
Developing user training and instructional materials as needed.
Performing other duties as assigned.
Providing intermediate to advanced network and server troubleshooting including network connectivity diagnostics and repair, server configuration, server alert monitoring and troubleshooting, and server configuration, deployments and migrations.