Support Technician II

Job Purpose

Responsible for providing Tier 1, Level 3 I.T. support services in our managed services division.  You will be solving IT issues that are not able to be solved by our user support operations center utilizing Tier 2 and 3 resources as well and working directly with our client's IT staff and POC.

Main Responsibilities

• Identify, isolate and troubleshoot level 3 I.T. related problems.


• Respond to alert incident tickets and work with system administrators to solve any issues.


• Assist Tier 1 Levels 1,2 support teams with user tickets and answer phones for Tier 2 support directly with client IT teams.


• Log and track customer requests using a problem-tracking tool. As appropriate, escalate problems to 2^nd and 3^rd level support teams and outside support vendors.


• Follow up on requests according to Service Level Agreements.


• Monitor the Service Desk ticketing system and ensure requests are logged correctly and within agreed timeframes


• Experience with Remote Support and Monitoring tools such as Connectwise Automate (Labtech), Solarwinds, and Microsoft SCCM/Intune.


• To analyze and where appropriate reproduce problems that have been reported to the Service Desk, documenting steps required to reproduce


• Foster excellent relationships and communications with Customers, Teams, and Vendors.


• Can heavily research problems and express a solution consistently and correctly in writing and do so with good grammar, spelling, and overall good written communication skills.


• Can handle more than one assignment at once


• Provide intermediate level support for the Microsoft suite of products (Word, Excel, Access, Project, Publisher, Power Point, Windows 10 or higher, Internet Explorer, Visio) and Desktop applications (Microsoft Outlook, Trend Micro Antivirus, VNC, Active Directory)


• Provide first level support on the following hardware: Servers, Laptops, Desktops, Notepads, Mobile Phones


• Provide first level Windows 10 or higher and MAC operating system administration functions


• Administer User Ids create new users and delete users. This includes following established standards and procedures


• Administer User Profiles includes assigning group access , file share access, and remote access.


• Administer User Passwords including assigning new passwords and resetting passwords according to security standards


• Administer Print Queues when users experience problems with printing


• Monitor server and application availability and proactively alert other service providers to critical conditions requiring immediate resolution


• Provide second level MS Exchange, Office 365 and Google G-suite Administration functions: add new users based upon established standards, and establish and reset user passwords as needed.


• Provide first level Firewall and virus management support


• Transition to a Primary on-call after hour support role on an on-going rotation basis


• Provide onsite support to clients as needed.

Decision Making

To keep under regular review all off our technical processes and report any recommended changes. You are responsible for escalating calls to 2^nd and 3^rd tier support teams. 

Working Relationship & Contacts

• You will be in direct contact with customer liaison and the users of the customer’s network.


• You will be in contact with MSP team members for the customer, including the lead consultant (vCIO) for the customer.


• Communicate with Operations Manager and the Service Desk manager .

Personal Requirements:

• Minimum 2 years of college or equivalent work experience preferred


• MCP preferred but not required


• Professional presentation and phone manner


• A basic understanding of how a network environment operates and how applications function within the environment


• Understanding of basic Windows and MAC desktop administration


• Basic understanding of WAN, LAN and TCP/IP. Knowledge of Cisco or Fortinet routers preferred, although not required


• Must be consistently punctual, dependable and reliable


• Presents ideas and initiatives both formally and informally


• Persuades and influences for results


• Accepts ownership of the problem until it is resolved


• Generates new ideas leading to opportunities or cost-savings


• Shows awareness of global trends and new developments in information technology and networks, including standards, protocols and architectures


• Some telecommunications experience, in particular IP telephony


• Self-starter, able to work independently. Strong organizational skills with attention to detail and the ability to prioritize


• Strong interpersonal and collaboration skills, resourceful and proactive team member


• Flexible to work a rotational schedule (including some Holiday's & weekends) and take on other duties as assigned.