About Us: Kloud9 IT is a leading provider of comprehensive IT solutions for businesses seeking secure, reliable, and scalable technology services. With a commitment to exceptional client satisfaction, we provide managed IT, cloud solutions, cybersecurity, and network management to a wide range of clients.

Position Overview: We are looking for an experienced Tier 2 IT Technician with Security Expertise to join our team. In this role, you will provide advanced technical support for hardware, software, and network issues while ensuring the security and integrity of IT systems. Your ability to troubleshoot complex problems, implement security measures, and assist in compliance efforts will be critical to our organization's IT operations.

Key Responsibilities:

• Provide Tier 2 technical support for escalated issues involving desktops, laptops, printers, mobile devices, and other IT equipment.


• Troubleshoot and resolve advanced hardware, software, and network problems in a timely manner.


• Collaborate with Tier 1 technicians to handle escalated support tickets and ensure prompt issue resolution.


• Implement and maintain endpoint security solutions, including antivirus, antimalware, and encryption tools.


• Assist in monitoring and responding to security alerts, including potential threats or vulnerabilities.


• Support the deployment and management of patching processes for software and operating systems.


• Configure and maintain secure user access controls, including Active Directory and other identity management systems.


• Document support processes, solutions, and troubleshooting guides to improve operational efficiency.


• Educate and assist end-users on best practices for IT security and data protection.


• Participate in IT security assessments and audits, providing remediation recommendations as needed.


• Stay current with emerging IT and cybersecurity trends to enhance support and security measures.

Required Skills and Qualifications:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).


• Proficiency in troubleshooting Windows, macOS, and Linux operating systems.


• Knowledge of network protocols, including TCP/IP, DNS, DHCP, and VPN configurations.


• Experience with endpoint protection tools and vulnerability management.


• Familiarity with IT service management (ITSM) tools and ticketing systems.


• Strong understanding of security best practices, such as secure password management, phishing prevention, and data encryption.


• Strong problem-solving and analytical skills.


• Excellent communication and customer service abilities.


• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.


• A proactive approach to identifying and resolving IT and security issues.


• Attention to detail and commitment to maintaining secure IT environments.


• Must have Certifications such as CompTIA Security+


• Microsoft 365 Certified, or equivalent are a plus.

Experience:

• 2–4 years of experience in IT support roles, with at least 1 year focusing on security-related responsibilities

Work Environment:

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  Work Location: [Remote/On-site] as per company policy.
  


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  On-call: May require occasional on-call work for critical issues and incidents.
  

Why Join Us:

• Competitive salary and performance-based incentives.


• Comprehensive benefits package, including health insurance, retirement plans, and paid time off.


• Opportunities for career advancement within a growing company.


• A collaborative, innovative, and client-centered work environment.