Service Support Technician II

Job Overview

This client-facing role demands a passion for customer service as you will provide crucial second-level technical support directly to our clients. As a Service Support Technician II, you will troubleshoot and resolve complex issues related to hardware, software, and network systems, ensuring client satisfaction and continuous service improvement. Your daily tasks will involve direct communication with clients, troubleshooting their problems, and ensuring a high standard of service delivery that aligns with our values of hospitality and customer care. Mentorship of junior technicians and involvement in client-specific IT projects will also be key components of your role. We value candidates who are dedicated to enhancing client relationships through effective technical support and proactive service.

Essential Duties and Responsibilities:

• Manage a multitier support system that includes telephone, email, and personal visits to ensure clients receive timely assistance with installation processes, service questions, and troubleshooting needs.
• Effectively assess and prioritize client support requests by analyzing their severity and potential impact on business operations. This responsibility involves identifying urgent issues that could affect critical functions and ensuring they are addressed promptly to minimize disruption and maintain operational continuity.
• Manage the ticket lifecycle by categorizing, prioritizing, and escalating issues as necessary to maintain efficient operations and user satisfaction.
• Ensure accurate and timely recording of time logs for support activities and project tasks in the ticketing system. Log start and end times, work details, and submit entries promptly each day to support transparent billing, effective workload management, and accurate project tracking.
• Regularly update and maintain comprehensive IT documentation, including network diagrams, user manuals, and configuration settings for quick reference and troubleshooting.
• Conduct systematic hardware diagnostics on laptops and desktops to identify and fix issues related to overheating, system crashes, and slow performance.
• Troubleshoot and correct software/OS errors in critical business applications, reducing downtime and enhancing productivity for users.
• Monitor/Maintain network traffic and bandwidth usage to identify and address bottlenecks or anomalies that could affect network efficiency and security.
• Plan and execute the installation of Ethernet cabling throughout office buildings, ensuring minimal disruption and adherence to industry standards for data communication.
• Install and configure wireless access points to extend Wi-Fi coverage, optimizing signal strength and connectivity across different areas of the facility.
• Manage and resolve issues related to Microsoft 365 applications, ensuring optimal setup and functionality for all users. This duty includes configuring user accounts, troubleshooting application errors, and providing support for collaboration tools within the Microsoft 365 suite to maintain productivity and user satisfaction.
• Conduct training sessions for junior technicians to enhance their understanding of IT support tasks and adherence to company protocols. This includes demonstrating troubleshooting techniques, familiarizing them with system configurations, and ensuring they understand the company's best practices and operational standards.
• Keep a detailed and accurate inventory of all IT assets, including hardware, software, and other configuration items. Manage the lifecycle of these assets from procurement to disposal. Maintain client spare/replacement inventory.
• Work closely with vendors and external support teams to address and resolve complex technical issues. This responsibility involves coordinating diagnostics, sharing relevant data, and implementing solutions provided by specialists to ensure timely and effective problem resolution.
• Offer critical IT support after normal business hours on a rotating schedule to handle urgent issues that arise outside of standard operating times. This duty ensures that clients receive prompt assistance, maintaining system reliability and business continuity.

Preferred Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 3 years of relevant experience in IT support, network administration, or a related technical support role.
• In-depth knowledge of relevant systems including Microsoft 365, Windows and Mac OS environments, networking (LAN/WAN), and cloud services like Microsoft Azure.
• Relevant certifications such as CompTIA Network , Microsoft Certified: Modern Desktop Administrator Associate, Microsoft Certified: Azure Administrator Associate.
• Strong customer service and hospitality skills, with the ability to engage positively with clients and ensure their satisfaction.
• Proven ability to handle stressful situations with professionalism and a calm demeanor.
• Excellent problem-solving skills, capable of quickly diagnosing and resolving various technical issues.
• Effective communication skills, both verbal and written, necessary for training and mentoring junior technicians and interacting with clients.
• Leadership qualities, able to guide and inspire junior team members and take initiative on projects.

Additional Requirements:

This role may require occasional travel to client sites for project assessments, consultations, relationship-building, or service-related tasks. Travel expectations may vary depending upon client needs and project demands. The nature of MSP operations may require this role to occasionally work outside of our normal business hours of Monday - Friday 8:00am - 5:00pm EST, especially during critical project phases, system upgrades, and client emergencies. This position requires the ability to lift and maneuver items weighing up to 50 pounds. Accommodations will be considered for those with disabilities in accordance with the Americans with Disabilities Act (ADA) to ensure equal employment opportunities.

Pay: $48,000.00 - $55,000.00 per year

Benefits:

• Paid time off
• Referral program

Work Location: In person

Salary : $48,000 - $55,000