Job Description: We are seeking a highly skilled and experienced Level II Technician to join our dynamic team. The ideal candidate will have a strong background in IT support, troubleshooting, and customer service, with a focus on delivering timely and effective solutions to our clients.

QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• 3+ years of experience in a technical support role, preferably in a Managed Service Provider environment.
• Strong knowledge of networking concepts and technologies, including TCP/IP, DNS, DHCP, VLANs, routing, and switching.
• Experience with server administration, including Windows Server, Linux, Active Directory, and Group Policy.
• Familiarity with virtualization technologies such as VMware vSphere and Microsoft Hyper-V.
• Experience with Cisco, Meraki, Datto, Kaseya, VMware, Office 365, and Mac OS (a plus).
• AWS or Azure experience (a plus).
• Excellent troubleshooting skills and the ability to analyze and resolve complex technical issues.
• Strong communication and interpersonal skills, with the ability to interact effectively with clients and team members.
• Industry certifications such as CompTIA Network+, Microsoft Certified Systems Engineer (MCSE), or Cisco Certified Network Associate (CCNA) preferred.

• Design, implement and support on-premise and cloud infrastructure
• Provide support and troubleshooting to resolve technical issues for end users
• Support of Microsoft-related technologies: Windows Server, Office 365/Exchange, SQL, SharePoint, etc.
• Support of virtual environments including VMware and Hyper-V
• Support backup and disaster recovery solutions
• Configure, install, and support various network devices and services, including VoIP, WAN and LAN connectivity, routers, firewalls, & security
• Work with third-party carriers and vendors and other IT personnel for problem-resolution
• Communicate effectively with customers on ticket progress, impending changes, or outages, etc.
• Maintain strong client system documentation to include system reviews and recommendations
• Maintain daily documentation by entering time, expenses, and all work as service tickets in support systems