Work Requirements: Those authorized to work in the United States without sponsorship are encouraged to apply: Citizen, GC Holders or GC-EAD
This role is not open to third party vendors.
Summary
As a Level 2/Level 3 Support Technician, you will be a crucial part of the IT support team, providing advanced technical assistance and resolving complex issues for our clients. This role is designed for a tech-savvy individual who possesses a deep understanding of IT infrastructure, software applications, and network systems. The ideal candidate will be responsible for handling escalated issues that surpass the initial level 1 support capabilities, ensuring high levels of customer satisfaction and maintaining the smooth operation of our client’s IT environments.
Responsibilities
- Provide Level 2 and Level 3 support, resolving complex issues related to software, hardware, and network systems.
- Act as a point of escalation for Level 1 support technicians and other stakeholders, offering guidance and expert advice to junior team members.
- Monitor and manage IT infrastructure and applications to ensure performance and availability.
- Implement, configure, and troubleshoot advanced network solutions, including LAN, WAN, and VPN connections.
- Collaborate with IT support teams to ensure seamless and reliable service delivery.
- Conduct regular system diagnostics and maintenance checks.
- Document all technical procedures and user guides for internal and customer use.
- Participate in the development and implementation of new systems and services.
- Work closely with clients to understand their needs and provide technical support or training when necessary.
- Ensure compliance with IT policies and system security measures.
- Manage tickets and service requests, ensuring all issues are resolved in a timely and efficient manner.
- Stay updated on the latest industry trends and technologies.
Requirements
Must have previous MSP/Managed Service Provider experience
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- At least 3-5 years of experience in technical support, IT services, or a related field.
- Strong familiarity with Windows Server environments, Active Directory, and Microsoft Exchange.
- Proficiency in managing and troubleshooting network services and protocols (TCP/IP, DNS, DHCP, SMTP, SSL/TLS).
- Experience with virtualization technologies such as VMware or Hyper-V.
- Knowledge of cloud services (e.g., AWS, Azure) and SaaS applications (e.g., Office 365, G Suite).
- Excellent problem-solving skills and the ability to diagnose and resolve complex IT issues.
- Strong customer service orientation and the ability to handle stressful situations.
- Professional certifications (e.g., CompTIA Network+, CCNA, MCSA, MCSE) are preferred.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Engineering, Sales, and Consulting
Industries
IT Services and IT Consulting and Information Services
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