Tier 2 Technician - DC Area

The Squires Group

7d•Remote

About The Position

The Squires Group is seeking a highly organized and detail-oriented professional to provide Tier 2 Technician support for our local client. This role is primarily remote, with occasional in-person company meetings and events within the DC metropolitan area. Candidates must be local to the DC area.

Requirements

Hands-on experience provisioning, administering, and troubleshooting various components of Office 365, including but not limited to SharePoint, Teams, Exchange Online, Entra ID, Intune, and related services.
Expertise with networking protocols and equipment such as physical and virtual firewalls, Layer 2/3 switches, DNS, DHCP, TCP/IP, and more.
Have familiarity with Microsoft Dynamics applications.
Exhibit strong career ambition with a clear drive to achieve long-term professional goals.
Embrace lifelong learning with a genuine passion for acquiring new knowledge and skills.
Maintain a proven record of executional excellence and consistent high performance.
Bring 4+ years of experience in customer service or the service industry.
Bring 4+ years of experience providing technical support.
Possess at least 1 year of Managed Service Provider (MSP) experience, strongly preferred.
Hold or be actively pursuing a BA/BS in Computer Science or a related discipline, or relevant technical certifications.
Maintain a valid driver’s license, reliable vehicle, and active insurance.

Responsibilities

Provide Tier 2 technical support to end users both remotely and on-site at customer locations.
Manage escalated tickets and deliver timely resolutions to complex technical issues.
Install, configure, patch, support, and maintain various Windows and Mac operating systems.
Deploy and configure hardware such as workstations, monitors, and other PC peripherals.
Assess user needs, analyze issues, and implement preventative measures to avoid recurrence.
Communicate with customers professionally and courteously, both over the phone and in person.
Perform effectively and meet expectations with minimal supervision.
Manage customer technical support requests submitted via phone and email.
Maintain and update company documentation with any new or revised information.
Protect client data and maintain confidentiality at all times.
Create user reference materials, including operational instructions and guides.
Advanced Troubleshooting: Resolve complex technical issues escalated from Tier 1, including but not limited to DNS errors, database issues, VPN configurations, application integrations, and server modifications.
End-User Training: Provide users with guidance and training to enhance their proficiency with software and systems.
Incident Management: Oversee incidents from initiation through resolution, ensuring prompt handling and customer satisfaction.
Root Cause Analysis: Investigate recurring issues and implement long-term corrective measures.
Network Troubleshooting: Diagnose and resolve network connectivity problems involving firewalls, switches, wireless access points, and VPNs.
Server Administration: Perform routine server maintenance and administration tasks as required.
Documentation & Knowledge Management: Contribute to building and improving internal knowledge base resources.