Job Details

Technical Support Specialist Tier 2



We provide IT
solutions for small to medium size businesses. We are hiring a motivated
customer service-oriented team player to join us as an IT Service Technician.
This is an opportunity to work for a successful company that is poised for
continued growth. Our culture is professional, and results driven yet still fun
and exciting. We prefer to promote from within which will open up many
opportunities in the future as we continue growing. This is a consulting
position that provides you with challenging problems in a wide variety of IT
environments. You will have the opportunity to demonstrate your IT skill while
gaining valuable experience. And have some fun along the way.

Job
Summary:

This
position is responsible for providing Tier 2 level support to clients via
phone, remote access, and occasional onsite. Excellent customer service and
technical skills are required.

Duties
and Responsibilities:

Provides
remote support to callers. Responds to support tickets to
troubleshoot and resolve
issues. Troubleshoots and resolves client issues or escalates ticket to higher
level staff. Answers questions posed by users for both software and hardware
related issues. Installs upgrades to software or hardware. Works with
networking equipment, making changes and improvements as necessary. Performs
all other duties as necessary.

Education & Experience:

 This position requires
a 4-year bachelor's degree in an IT related major or 2 year technical degree and/or
relevant experience.

Skills, Knowledge and Abilities:

Excellent verbal communication skills, including the ability
to listen and communicate well with clients. Excellent written communication
skills. Ability to develop rapport; good interpersonal skills. Superior ability
in problem solving and critical thinking. An "above and beyond"
approach to customer service. Attention to detail and a dedication to providing
quality service. Analytical thinking. Self-starter, self-motivated with the
ability to work with minimal supervision. Skills in time management. Good
planning and organizational skills. A sense of urgency. Ability to assess
situations or problems and respond quickly. Experience using ticketing and time
management software. Good driving record.

Technical Knowledge & Experience:

Ability to troubleshoot computer hardware and standard
business software. Ability to setup new computers from scratch. Ability to add
and remove users through active directory. General understanding of Windows
Server, Active Directory, and Group Policy. Networking knowledge of IP, DHCP,
DNS, Routers, Switches, WIFI, VPN, and others. Knowledge of Exchange, Google
Apps, and Office 365 Management.

This position reports to the IT Service Manager and offers
exceptional growth opportunities.

Benefits:

Health Benefits

Dental Insurance

Eye Insurance 

Life Insurance

Disability Insurance

401(k) Matching

Paid Time Off







CLEVELAND
Information Technology
Full-time
Some Experience
$55,000.00 - $65,000.00