Technical Support Specialist, Tier 2

We are a Cloud Services Provider with several locations throughout Ohio. For over 17 years we have helped hundreds of companies streamline, strengthen, and enhance their IT infrastructure. We value collaboration and a cohesive culture that provides our employees the ability to continuously grow professionally and technically. We offer full health, dental, vision benefits, 401(k) with a match, certification reimbursement, and more.

We are currently seeking an IT Help Desk Technician – Level 2 (MSP) with previous experience working for a Managed or Cloud Services Provider. As an IT Help Desk Technician – Level 2 (MSP) you will take escalated tickets from Level 1’s and work alongside Senior Engineers on projects. the IT Help Desk Technician – Level 2 (MSP) will provide support for Microsoft Windows servers (AD, DNS, GPO), Azure, desktops/printers, and varying hardware platforms, including Dell and HP.

Technical Support Specialist –Tier 2 (MSP) Technical Proficiencies:

• Configure and install various computer and Windows servers
• Integrate new server hardware and applications under the supervision of a more senior engineer

• Troubleshoot and fix problems with hardware, software, and network
• Provide Support for Microsoft 365 environments including Office 365, Azure AD, Intune, etc.
• Experience with DNS, DHCP
• Provide technical support for the latest Windows 10, Windows 11, MacOS, Android and iOS devices
• Support Windows Server, experience with configurations is a huge plus
• Experience with or similar MSP tools (Autotask, ConnectWise, Ninja, etc)

·         Expected support requests include but are not limited to; servers, workstations, copiers\printers, email flow, and vendor-specific hardware and software.

Duties and Responsibilities:

·         Assists the Help Desk team to handle first level support of service requests in a professional and timely manner that meets and\or exceeds client expectations

• Acts as a point of contact for technical questions and provide guidance towards ticket resolution
• Coaches team members in daily activities, assessing skills and providing training as needed
• Serves as a point of escalation for the help desk team
• Complete assigned tickets in an expeditious and effective manner
• Provides input on escalated service requests that require next level support
• Coordinates with vendors and acts as a vendor liaison when needed
• Escalates tickets as necessary
• Communicates with clients as required, keeping them informed of ticket progress, notifying them of impending changes or agreed outages in a kind and caring manner
• Documents internal processes and procedures related to duties and responsibilities
• Reviews, updates, initiates documentation to ensure smooth delivery of service to clients
• Enters time and expenses into PSA software
• Participates in the on-call rotation as defined in the on-call procedure
• Learns, uses and shares the available tools so the team can better support our clients
• Achieves and maintains training and certifications as directed by management
• Identifies internal and external improvement opportunities

Required Skills:

• 3+ years’ experience in MSP or other related technical support role or a demonstrated aptitude for tackling more complex issues
• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Advanced level troubleshooting and resolution skills
• Superior time management and technical capabilities awareness
• Interpersonal skills: telephony skills, communication skills, active listening, and customer-care
• Technical awareness: ability to match resources to technical issues appropriately
• Self-manage calendar schedule for meetings, appointments with clients, ticket loads and other items
• Sets an example by maintaining a positive attitude and drive for fostering work relationships with coworkers

Desired :

• Prior experience with Kaseya, or similar PSA
• College degree in Information Systems or Computer Science
• CompTIA A+ Certified
• CompTIA Network+ Certified
• CompTIA Server+ Certified
• Microsoft Windows 10 or 11 Certified
• MS Azure Certified
• StorageCraft Certified
• SonicWall Certified