Tier II Support Technician

KINETIX SOLUTIONS, INC.•Tampa, FL

16h•$24 - $27

About The Position

The Tier II Support Technician provides technical assistance to clients in the South Florida market, installing, upgrading, and troubleshooting hardware and software. The role combines remote support with visits to client offices for computer setups and troubleshooting, with the goal of delivering prompt, accurate customer service and increasing client satisfaction. The technician supports field service and repair operations, administers workstations, servers, email, and network services, and documents procedures for maintaining, repairing, and upgrading equipment and software. The position also involves planning and installing systems and office relocations, scoping equipment and software for customer projects, and independently resolving complex or unusual issues. Travel, on-call availability, and varying work hours may be needed to meet customer commitments.

Requirements

Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or in a similar role.
Hands-on experience with Windows, Linux, and Mac OS environments.
Working knowledge of office automation products and computer peripherals such as printers and scanners.
At least 1 year of experience supporting Cisco switching, VLANs, routing, and firewalls.
At least 1 year of experience supporting server hardware technologies, including CPU, RAID, and SCSI.
At least 1 year of experience supporting data backup and recovery, corporate antivirus, and VPN connectivity.
Excellent problem-solving and multitasking skills.
Customer-oriented attitude.
Ability to handle stressful situations, recognize when to seek technical expertise, and collaborate effectively with teammates.
Ability to travel, be on call, and vary work hours to meet customer commitments.

Nice To Haves

Bachelor of Science in Computer Science or equivalent.
At least 2 years of help desk experience.
At least 2 years of Windows experience.
MCDST, MCSE, MCP, CCNA, CCDA, CCNP, Project+, or Network+ certification.

Responsibilities

Support day-to-day field service and repair operations in compliance with customer contracts.
Install, configure, troubleshoot, and customize MS Office Suite applications.
Design and document procedures for maintaining, repairing, and upgrading equipment and software.
Configure file, print, and remote access services.
Administer users, groups, group policies, file permissions, event logs, and backup and restore operations.
Administer enterprise email, including user and group accounts, folder permissions, mail forwarding, and aliases.
Take ownership of tasks and follow through to complete resolution while maintaining quality and attention to detail.
Provide accurate task time estimates and plan, schedule, and install systems, office relocations, and infrastructure changes.
Lead and work independently on complex assignments, determining methods for new assignments and resolving new or unique problems.
Scope equipment and software for customer projects, including servers, VM and operating system licensing, server racks, and cabling.
Learn new technologies and explain technical information clearly to non-technical people.
Travel to client locations, including long-distance in-state driving, overnight stays, and occasional out-of-state travel.
Be available for on-call work and vary work hours to meet customer commitments.