Level 2 - IT Technical Support

Employer: MSP company based in USA

Remote Work Setup

Working Schedule: Monday-Friday, 8:00AM - 5:00PM Pacific Standard Time (May still vary)

Responsibilities include but are not limited to the following:

• Manage, deploy, and support network infrastructure with a focus on uptime and meeting clients business objectives.
• Performing audits of IT infrastructure and creating solutions with our project managers to be implemented, which support the long-term and short-term goals of our clients.
• Supporting Servers and workstations, NAS devices, firewalls, router installs and configurations, and remote access solutions.
• Implement and maintain archives, backup & and disaster recovery systems.
• Troubleshoot networks, systems, and applications to identify and correct malfunctions and other operational problems in a timely manner.
• Function collaboratively as part of a fast-paced, customer-oriented team with the ability to perform independently and escalate service issues when needed effectively.
• Responsible for timely and accurate documentation and knowledge transfer with occasional end-user training.
• Develop in-depth knowledge of the service catalog and how it relates to customers needs
• Proactively escalate complex issues to L3 Technicians, appropriate specialists, or vendors, providing detailed documentation.
• Build strong relationships with clients, establishing trust and clear communication channels.
• Continuing Education Always reviewing and growing relevant knowledge

Qualifications/Skills required:

• 3-5 years of experience building, administering and deploying network infrastructures in a Windows environment. Mac and Linux knowledge is a plus.
• Live versions of Microsoft Server experience a plus
• Working knowledge of Active Directory permissions, groups, and administration.
• Firewall experience with ACLs, NAT and VPN ideal.
• Support, set up, and configure Windows 10/11-based workstations.
• Experience with end-to-end Microsoft Office 365 deployments.
• Strong knowledge of network protocols, TCP/IP, DHCP, and DNS.
• Duties may require being on call periodically and working outside normal working hours (Overtime paid during the occasional evening and weekend work).
• Additional skills with Azure, Virtualization, and remote access are a plus.
• Knowledge of VoIP systems and telephony is desired.
• Curiosity and the desire to learn new technologies.
• Effective communicator, both verbal and written.