The Tier II Help Desk Technician possesses deeper technical knowledge and problem-solving skills than the Help Desk Technician. The Tier II Help Desk Technician should be working towards advanced Microsoft certifications and should be Microsoft Certified Professional or equivalent. The T2DT takes on second- and third-level support calls and tickets that are beyond the technical abilities of the Help Desk technician and strives to see them through their resolution. The T2 Technician does have knowledge of and is comfortable with troubleshooting among others Windows Server systems, networking equipment, cloud services and client application issues of varying complexity.
Responsibilities
- Takes ownership of second- and third-level support calls and tickets and sees them through completion
- Those issues include but are not limited to:
- End-user application issues
- Workstation hardware issues
- Server hardware/application issues
- Networking issues
- Configures file-level backup jobs for end user workstations.
- Configures bit-level backup jobs for servers
- Assists in file and system restores from backups.
- Troubleshoots backup job issues for end users and server configurations.
- Troubleshoots email-related issues and email outages for both on-prem and cloud configurations.
- Assists with phone system configurations and troubleshooting.
Outputs
- Peer reviews
- Technical documentation
Technical Skills:
- Advanced knowledge of Windows systems – both client and server OS, networking protocols, AD, Group Policy, email delivery systems (MS Exchange, Office 365, Google Apps productivity suite)
- Advanced troubleshooting of workstation/laptop hardware and software
- Knowledge of network protocols – TCP/IP, DHCP, DNS, HTTP/HTTPS, FTP, Telnet, SSH, TLS, SSL, SIP, POP, IMAP
- Knowledge of virtualization technologies - Hyper-V, VMWare, or Citrix, and understanding of VLAN concepts.
- Knowledge of cloud technologies – Microsoft Office 365 and Azure AD, AWS (EC2, S3, VPC, IAM)
- Knowledge of a scripting language – Powershell preferred
What Should I be Able to Do:
We’re looking for candidates with a strong technical background in Azure and Microsoft Cloud technologies, specifically the Microsoft 365 eco-system including, Exchange, Conditional Access, Intune, PowerShell, Teams, SharePoint, OneDrive and Azure AD. You’ll have strong experience in basic networking technologies like LAN, WAN, VLANs, Subnetting, Routing, Firewalls, IPsec, SSL-VPN and network services like DHCP, SMTP, SSL, Content Filtering & Advanced DNS, Failover Routing, VoIP Prioritization (Basic QoS) and more. Obviously you may not know all of these tools or technologies but you should be able to discuss them at length.
One of our organizational objectives is to retire all on-premise hardware and move all of our clients to 100% cloud whenever possible. The more experience with this the better. Candidates with the following experiences preferred: MSP tools and concepts like Connectwise Manage, Automate, Control & Sell (or similar PSA & RMM Tool Experience), Consulting Experience, Structured Cabling, Sentinel One, Virtualization, Intune, AWS EC2 or Azure VM’s and some CLI/Linux.
Why Work for Proper Sky
As an MSP, we get to touch a LOT of different technology and deal with tech all day long. In the past, some of our best employees worked as System Administrators but miss the challenge of improving the business through IT. Every day brings a fresh set of technical challenges to conquer. We work 100% tech all day long. You’ll get to work directly with executive staff and key stakeholders.
We have a great team of hard-working techs that love IT and strive to bring our clients the best support they can day in and day out.
We provide guidance and leadership training through some of the IT Nation programs as well as third party training and support. With this position you will have the ability to create and improve your own project templates.
Additional Details
While there will be some opportunity for remote work, this position will require travel, on-site customer visits. You’ll need reliable transportation and be able to lift up to 50 lbs. Our office is located in Abington.
