Job Description
Link Technologies (LinkTechConsulting.com), a Las Vegas-based IT consulting firm, is currently seeking a Tier 2 Support to join our team.
QUALIFICATIONS
- Minimum three (3) to five (5) years of experience in IT support or related technical roles with significant exposure to Tier 2 and/or Tier 3 issues.
- Well-versed with Windows Server, Active Directory, Group Policy, and Microsoft 365 (administration and troubleshooting).
- Proven ability to troubleshoot and configure network infrastructure (firewalls, switches, VPNs, wireless access points).
- Experience with virtualization technologies (e.g., VMware, Hyper-V).
- Proficient understanding of backup solutions and disaster recovery practices.
- Excellent troubleshooting and problem-solving skills.
- Strong communication skills, both written and verbal, with a focus on delivering excellent customer service.
- Ability to work independently or as part of a team, managing multiple priorities in a fast-paced environment.
- Willingness to learn and adapt to new technologies and systems.
- Excellent attention to detail and strong organizational abilities.
PREFERRED SKILLS
- Experience supporting Azure or AWS environments.
- Familiarity with RMM (Remote Monitoring and Management) tools (e.g., ConnectWise Automate, N-able, etc.).
- Experience with Scripting (PowerShell, Bash) to automate tasks.
- CompTIA Network+, CompTIA Security+, MCSA, or similar certifications are highly preferred.
- Experience with PSA tools such as ConnectWise Manage or similar.
KEY RESPONSIBILITIES
Tier 2 Support:
- Respond to and resolve escalated technical issues from Tier 1 support, including hardware, software, and network-related problems.
- Provide remote and on-site technical support for desktops, laptops, servers, network devices, and cloud environments.
- Diagnose and troubleshoot complex technical issues across various systems (Windows, Mac, Linux, etc.).
- Perform root cause analysis and implement long-term fixes for recurring issues.
Systems Administration:
- Configure, maintain, and troubleshoot servers (Windows 2012-Current), workstations (Windows 10/11), and network infrastructure for multiple clients.
- Support and manage Active Directory, DNS, DHCP, Group Policy, Microsoft Exchange environments, Domain Controllers, and File Servers.
- Perform upgrades and patch management for client systems, ensuring security and operational efficiency.
- Proven experience in migrating physical to virtual machines.
- Advanced knowledge of M365 and its components. (Specific knowledge pertaining to Exchange, Entra/Identity, Security & Compliance are a plus)
Network Administration:
- Understanding of IP Assignments, DNS and DHCP, and knowledge of how to troubleshoot related issues (e.g., name resolution, IP Assignment, etc.)
- Manage, monitor, and troubleshoot client network environments including firewalls, switches, routers, VPNs, and wireless networks.
- Configure and maintain network security protocols including VLANs, VPNs, and firewalls.
- Implement and support network monitoring tools to ensure uptime and availability for client systems.
Cloud Services Management:
- Provide support for cloud environments such as Microsoft 365, Azure, and AWS.
- Assist in migrating client infrastructure to cloud services where applicable.
- Manage cloud backups and disaster recovery strategies.
Client Management:
- Collaborate with clients to understand their IT needs and provide technical advice for infrastructure improvements.
- Develop and maintain strong working relationships with client stakeholders, providing regular updates and ensuring customer satisfaction.
- Assist in the design and implementation of new client projects (e.g., server migrations, network installations).
Documentation and Process Improvement:
- Maintain detailed documentation of work performed, including configuration changes, technical procedures, and client environment specifics.
- Create and update internal knowledge base articles for Tier 1 technicians and end-users.
- Contribute to the continuous improvement of internal processes, scripting automation, and other efficiencies to enhance service delivery.
Escalation Management and Mentorship:
- Provide mentorship and guidance to Tier 1 and Tier 2 technicians, assisting them in resolving technical challenges and enhancing their skills.
- Act as an escalation point for more complex technical issues, escalating further to senior engineers if necessary.
Link Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, gender identity/expression, sexual orientation, national origin, protected veteran status, disability, or any other factors protected by law.
