Level 2 - Support Technician

Employer: MSP company based in USA

Remote Work Setup

Working Schedule: Monday-Friday, 8:00AM - 5:00PM Pacific Standard Time

General Summary:

Support Technician IIs are strong in all the most common and popular IT technologies, able to support clients and their peers. In addition to strong technical aptitudes, backed by at least 3 years of in-the-trenches experience, this person is a good communicator and a person who can manage well when the client is struggling and needs strong guidance. The pace and demands in this environment are usually much greater than an "in-house" or enterprise position. This person should be prompt and know the importance of communicating next steps and ETAs clearly.

This person should be skillful with Windows Server, Exchange, cloud infrastructure (M365 or Google Workspace), networking, VPN's, firewalls, backup systems and more. Further, this technician should be able to be considered a subject matter expert in at least one area such as Networking, Security, Server Infrastructure, Cloud Infrastructure, or Email infrastructure and security.

Position Responsibilities:

• Understand and perform ticket triage when required
• Provide front line and escalated user support for Windows/iOS, Office, Email, VPN, Security Alerts, and Filesharing requests/incidents.
• Assist with the execution of project tasks based on established SoPs and SoW.
• Complete recurring tasks accurately and completely based on established SoPs
• Create SoPs for other techs to be able to complete known work, or newly deployed solutions.
• Document client systems based on discovered information per company standards
• Troubleshoot and update configuration of network equipment and servers

Knowledge, Skills, and Abilities:

• Technical Skills
• Solid Troubleshooting methodology and process
• Solid Experience required with Windows desktop operating systems, MS Office, Printers, and common applications.
• Experience working in and configuring Active Directory (Add/Remove/Change Users, User Attributes, OUs, Groups, and Devices)
• Experience working with Entra ID: users/groups/devices/Intune policies
  
• Experience deploying and troubleshooting AD-Entra sync.
• Understanding of Azure Compute principles, ability to start/stop VMs, understanding of Network Security Groups
• Experience working in Office 365 and Entra. (User management, Exchange Online, SharePoint/OneDrive, Teams, Conditional Access Policies)
• Clear understanding of networking and troubleshooting client networks.
• Clear Understanding of multiuser technology environments (Remote Desktop Services, AVD, virtual desktop infrastructure)
• Experience with VPN setup for end users and troubleshooting, including firewall settings.
• Understanding of client networks including routers, switches, patch panels and connecting nodes to a network, and ability to troubleshoot.
  Working knowledge of wireless technologies
• Understanding and experience in configuring and troubleshooting DNS services
• Ability to configure and troubleshoot email infrastructure (DNS records involved, Services, DKIM, DMARC, SPF, Spam Filters)
• Experience configuring and troubleshooting firewall technologies Sophos and Unifi ideal.
• Clear understanding and experience in security concepts and implementations endpoint protection, MFA, phishing, threat management etc.
• Familiar with using PowerShell to complete tasks on desktops, servers, AD and O365, including writing multi-line scripts.
• Ability to act as a subject matter expert on one of more of the following
  • Networking (All OSI layers)
  • Server infrastructure, troubleshooting and maintenance.
  • Office 365\Entra backend systems
  • Security (all levels and layers)
  • Email infrastructure, security, including all aspects of DNS and email security.
  • Windows desktop environment and deployment
  • Apple desktop environment and deployment
  • Clear written and verbal English skills.

Soft Skills

• Attention to Detail and ability to accurately complete prescribed work.
• Ability to take escalations from frontline technicians, consult on ongoing issues, and take life transfers of clients.
• Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
• Ability to pay close attention to detail while performing technically detailed tasks
• Ability to deal effectively with stressful situations
• Ability and willingness to recognize when it is necessary to ask for technical expertise from other team members.
• Ability to provide accurate time estimates for how long a task will take
• Understands that the success of individuals is measured by the success of their teams
• Ability to quickly learn new technologies using self-study materials and experience.
• Ability to articulate technical information clearly and simply to non technical people
• Enjoys helping people
• Is self-motivated and can be self-directed when necessary
• Enjoys sharing information, supporting others, and working on a team to achieve team goals

Credentials and Experience:

• Two to four years MSP or helpdesk role
• Minimum 2 years experience Switching, VLAN, Routing, Firewalling Support
• Minimum 2 years experience - Mobile device support Android and Apple IOS
• Minimum 2 years experience - Server Hardware Technologies (CPU/RAID/SCSI) Support
• Minimum 2 years experience - Data Backup and Recovery Support, Enterprise Antivirus Support, VPN Connectivity Support
• Has at least one certification. The following certifications are preferred: M365 Associate, CCNA/CCDA/CCNP, Project+, Network+, Security+, Apple