Technical Support Specialist - Level II

Invizio•Miami, FL

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. About Invizio 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 (This will be verified by a series of tests).
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 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
3 Years of IT Technical Support (Candidates that do not have at least 1 year of experience will not be considered).

Nice To Haves

Previous experience at an IT Support or Managed Services Provider is preferred. This would indicate you are familiar with ticketing/help desk software (i.e. Autotask, ConnectWise, etc.), 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
Network connectivity diagnostics and repair
Server configuration
Server alert monitoring and troubleshooting
Server configuration, deployments and migrations