Join Intelligent Technical Solutions, a dynamic and growing company, as our IT Technician Tier 2. We're looking for a collaborative problem-solver with excellent customer service skills and a detail-oriented mindset. In this role, you'll be pivotal in providing both onsite and remote IT support, ensuring our clients receive top-notch technical assistance. You'll handle a range of tasks, from system updates to hands-on troubleshooting, playing a critical role in maintaining our high standards of IT service.

• Workstation operating system issues of any kind.
• Printer issues of any kind.
• Standard business application (Office, etc.) issues of any kind.
• Line-of-business application issues for common applications (SAGE ERP, QuickBooks), and for more niche applications with vendor assistance.
• Server issues of any kind.
• Basic and intermediate networking issues.
• Escalation point for Tier 1 technicians

• Experience with Windows and Mac OS troubleshooting.
• Experience with Server 2012 to 2022.
• Experience with VMWare and Hyper V Virtualization.
• Experience supporting M365 and Azure.
• Minimum of five years experience in IT Support or a similar role.
• Basic knowledge of Firewalls, Switches, Network architecture, and troubleshooting.
• Proficient in supporting MS Office, Adobe, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications.
• Experience with Managed Service Providers (MSPs) is highly desirable.
• Active Server Certifications are preferred.
• Valid driver's license and access to a vehicle for client visits.

• First-touch closed: Each ticket that is completed with only one time entry contributes to this number
• Utilization: The percentage of time that you are on the clock and billing time to client tickets
• CSAT: Scores filled out by clients using the rating system in tickets
• NextTicket Usage: The percentage of tickets that you pick up, modify, and put time into from the NextTicket menu.