Job Title: Level 2 Service Technician

Department: Professional Services Reports to: COO

GENERAL SUMMARY:

The L2 Service Technician is responsible for maintaining the integrity of the internal systems, including customer-facing hosted and cloud environments, as well as providing technical assistance and supervision to team members with system and network requests.

Essential Duties and Responsibilities:

· IT Support relating to issues with the internal systems and network infrastructure

· Support services for Microsoft On-Prem related technologies: Windows Server, Exchange, SQL, etc.

· Support Cloud Services Technology: Microsoft Cloud Products (M365, Entra, Intune/EndPoint), Duo, Proofpoint, etc..

· Support services for virtualization technologies: Microsoft, VMware, Citrix, or other Support services

· Technical services and support at the Level 2 network level: WAN and LAN connectivity, routers, firewalls, and security

· Support disaster recovery solutions

· Remote access solution support: VPN, Terminal Services, and Citrix

· Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets

· Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review

· Document maintenance for all computer systems and network infrastructure

· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

· Design and implement hosted and cloud solutions for customers using technologies that meet their requirements

· Provide technical guidance and supervision to Level 1 help desk technicians as needed.

Additional Duties and Responsibilities:

· Improve customer service, perception, and satisfaction

· Ability to work in a team and communicate effectively

· Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals

· Document internal processes and procedures related to duties and responsibilities

· Responsible for entering time and expenses in ConnectWise as it occurs

· Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

· Work through a daily schedule in ConnectWise that has been established through the dispatch process

· Work through project tickets and phases in ConnectWise as assigned by a Project Manager

· Enter all work as service or project tickets into ConnectWise

· Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, Fortinet NSE or VMware VCP

· Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

· Diagnosis skills of technical issues

· Ability to multi-task and adapt to changes quickly

· Technical awareness: ability to match resources to technical issues appropriately

· Service awareness of all organization’s key IT services for which support is being provided

· Understanding of support tools, techniques, and how technology is used to provide IT services

· Typing skills to ensure quick and accurate entry of service request details

· Self-motivated with the ability to work in a fast moving environment

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