Tier 2 Support Technician

We are looking for an experienced and motivated Tier 2 Support Desk Technician to join our LIVE Desk team. The ideal candidate will have strong technical skills, superior customer service aptitude and a passion for technology. The Tier 2 LIVE Desk Technician should have a high level of customer service aptitude to effectively troubleshoot and resolve complex technical issues. They must be able to think outside the box and use advanced problem-solving skills to quickly identify and resolve more difficult customer service problems. Additionally, they must possess strong communication and interpersonal skills in order to convey technical information in a clear and concise manner. Finally, they should stay up-to-date on new technologies and industry trends so as to provide customers with the most accurate solutions.

Responsibilities: 

•  Providing general application and end-user technical support to customers on the phone and in person
• Diagnose, troubleshoot and resolve advanced hardware, software and peripheral issues
• Ensure customer satisfaction by providing timely resolution of inquiries and requests
• Utilize problem solving skills to determine root cause of problems with applications or products found in a variety of OS platforms
• Understand process flows and practices specific to Support Centers enabling efficient call handling procedures that maximize customer satisfaction through increased first call resolution rates and promote high levels of accuracy in reporting cases/tickets 
• Assist with training other help desk technicians when needed
• Experience diagnosing and supporting intermediate to advanced server/network and workstation issues
• Microsoft 365 Entra ID and Exchange Online Services
• Hosted Email – Including but not limited to Office365 and 3rd party hosted exchange
• Business-level backup hardware and software solutions
• Security (Including but not limited to spam filtering, anti-virus, malware eradication, phishing)
• Experience managing and troubleshooting wide range of network devices including SonicWall, Unifi/Ubiquiti, Fortinet, and/or Palo Alto firewalls, and Cisco, Meraki, Dell, and HP switches
• Configuring and troubleshooting site-to-site VPN tunnels, AnyConnect, L2TP, DMVPN… and performing intermediate to advanced troubleshooting including packet captures
• Configure Cisco network device: ASA firewalls, C2960 switch, C3750, CISCO2800, CISCO2900, etc.
• Configure NAT and ACL on Cisco ASA, SonicWALL, Cisco routers
• Troubleshoot and configure VLAN management
• Troubleshoot routing and switching issues on LAN and WAN including EIGRP, OSPF, MPLS, PPPOE, STP, VTP, LACP, Switch stacks…
• Troubleshoot and configure NTP, DHCP, DNS, SMTP, SNMP services
• Able to diagnose and support complex routing and connectivity issues
• Troubleshoot and configure VoIP t/s and Allworx phone server issues
• Additional issues/responsibilities that may arise 

Qualifications: 

• Bachelor's degree or higher in computer science, information systems or related field is preferred but not required depending on experience level 
• 3 years of technical support experience in a service desk environment 
• Knowledge of operating systems (Windows, MacOS) 
• Excellent verbal and written communication skills 
• Strong analytical problem solving ability 
• Excellent interpersonal skills 
• Strong discovery, multi-tasking, organizational and communication skills
• Professional appearance and interpersonal skills, as well as the ability to interact in a variety of situations to include customer service, orientations, training and networking
• Previous customer service experience 
• Above average documentation skills. Client issues should be well documented from first receipt through resolution and follow up
• Knowledge of networking protocols (TCP / IP), cloud computing technologies (AWS / Azure), virtualization technologies (VMware / HyperV) , security solutions (firewall / antivirus)
• Previous Managed Services experience is a plus
• Certifications such as A , Security , CCNA, CCNP is a plus