Job Title: Technician Support II
Location: Remote
Duration: 6+ months
Type: Contract W2
JOB DISCRIPTION:-
Technical Support Technician II
Job Summary
The Technical Support Technician II is responsible for IT technical support incident and problem management for client resources across the continental US. This responsibility spans four time zones supporting branch operating hours of 8:30 AM – 5:30 PM local time.
Major Duties / Responsibilities
Provides First and Second Level Incident and Problem Response to Company End-Users
Triage and Assessment of End-User Incidents
End-User Compute
Hardware and software troubleshooting.
Setup, image, and ship end-user computer hardware.
Next Tier Escalation point from IT resources for incident and problem tickets.
Assess escalations and determine next level escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis.
Corporate Telephony (POTs, Call Center, Branch and Corporate Telephony)
Initial assessment and troubleshooting to resolve the incident.
Escalation to Telephony vendor if incident cannot be resolved through local methods.
Next Tier Escalation point from IT resources for incident and problem tickets.
Assess escalations and determine next level escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Telecom Engineer and/or Architect for incidents that cannot be resolved at this level.
Network – Meraki
Initial assessment and troubleshooting to resolve the incident.
Next Tier Escalation point from IT resources for incident and problem tickets.
Assess escalations and determine next level escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Engineering and/or Architecture for incidents that cannot be resolved at this level.
Data Center (Services, Servers, VDI)
Initial assessment and troubleshooting to resolve the incident.
Next Tier Escalation point from IT resources for incident and problem tickets.
Assess escalations and determine next level escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Engineering and/or Architecture for incidents that cannot be resolved at this level.
Cloud Services (O365)
Initial assessment and troubleshooting to resolve the incident.
Next Tier Escalation point from IT resources for incident and problem tickets.
Assess escalations and determine next level escalation support for problems and incidents that cannot be resolved or are recurring on a periodic basis to next tier, Engineering and/or Architecture for incidents that cannot be resolved at this level.
Follow-Up
Excellent communication skills to provide closure to tickets that are completed or update end users and management chain on problems that are still in process to resolution.
Corporate communication reporting companywide outages and updates.
Teamwork
Knowledge Transfer
Project Activity
IT Inventory Controls
Required Qualifications
High school diploma.
5+ years of related experience.
Effective communication and organization skills.
Ability to work under pressure.
Working knowledge of IT technology.
Preferred / Desired Qualifications
Undergraduate degree (ASCS/BSCS or equivalent).
A+, Network+, Cisco, MS Certifications.
Meraki Network experience.
O365 experience.
Active Directory (AD) Admin experience.
MS Virtual Server Admin Experience.
Working Conditions
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