Job Title: Level 2 Service Technician
Department: Professional Services Reports to: COO
GENERAL SUMMARY:
The L2 Service Technician is responsible for maintaining the integrity of the internal systems, including customer-facing hosted and cloud environments, as well as providing technical assistance and supervision to team members with system and network requests.
Essential Duties and Responsibilities:
· IT Support relating to issues with the internal systems and network infrastructure
· Support services for Microsoft On-Prem related technologies: Windows Server, Exchange, SQL, etc.
· Support Cloud Services Technology: Microsoft Cloud Products (M365, Entra, Intune/EndPoint), Duo, Proofpoint, etc..
· Support services for virtualization technologies: Microsoft, VMware, Citrix, or other Support services
· Technical services and support at the Level 2 network level: WAN and LAN connectivity, routers, firewalls, and security
· Support disaster recovery solutions
· Remote access solution support: VPN, Terminal Services, and Citrix
· Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
· Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review
· Document maintenance for all computer systems and network infrastructure
· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
· Design and implement hosted and cloud solutions for customers using technologies that meet their requirements
· Provide technical guidance and supervision to Level 1 help desk technicians as needed.
Additional Duties and Responsibilities:
· Improve customer service, perception, and satisfaction
· Ability to work in a team and communicate effectively
· Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
· Document internal processes and procedures related to duties and responsibilities
· Responsible for entering time and expenses in ConnectWise as it occurs
· Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
· Work through a daily schedule in ConnectWise that has been established through the dispatch process
· Work through project tickets and phases in ConnectWise as assigned by a Project Manager
· Enter all work as service or project tickets into ConnectWise
· Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, Fortinet NSE or VMware VCP
· Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
· Diagnosis skills of technical issues
· Ability to multi-task and adapt to changes quickly
· Technical awareness: ability to match resources to technical issues appropriately
· Service awareness of all organization’s key IT services for which support is being provided
· Understanding of support tools, techniques, and how technology is used to provide IT services
· Typing skills to ensure quick and accurate entry of service request details
· Self-motivated with the ability to work in a fast moving environment
