Tier 2 Technician

About the Company

At IT Voice, we are a trusted leader in delivering cutting-edge IT solutions, specializing in network management, system administration, cybersecurity, cloud services, and unified communications. We are passionate about helping businesses thrive through technology, and we are proud to uphold a culture built on excellence, integrity, and a genuine focus on people. Our team prioritizes client needs, takes ownership of every challenge, and operates with integrity and efficiency. At IT Voice, we strive for excellence in everything we do, ensuring our clients receive top-tier support and satisfaction.

About the Role

As a Tier 2 Technician at IT Voice, you’ll play a vital role in installing, maintaining, testing, and repairing systems and networks in Birmingham, AL. Using your technical expertise, you’ll provide first-level technical support to IT Voice customers, resolving technical issues efficiently and ensuring seamless IT operations.

Responsibilities

• Uphold a strong commitment to customer service, ensuring client satisfaction by addressing their needs promptly and effectively.
• Perform general problem solving and assistance on diverse software applications and hardware systems for customers.
• Perform the installation, configuration, and maintenance of computers, workstations, and other related equipment and devices, ensuring their proper functioning.
• Documentation: Maintain accurate and up-to-date network documentation, including network diagrams, configurations, and inventory records. Document network changes and updates for future reference.
• Conduct weekly site visits to clients in the field, offering on-site technical support and assistance as required.
• Coordinate, maintain, and input applicable records such as network users, security, and tracking inventory levels of equipment and materials, ensuring accurate documentation and billing reconciliation.
• Participate in the review, evaluation, and recommendation of solutions relating to hardware and software acquisitions and/or network updates, contributing to the improvement of technological systems.
• Serve as a primary project member on technology projects with moderate scope and impact, providing guidance and integration of other staff work.
• Stay updated with current technological developments and industry trends, maintaining currency of knowledge in the IT field.

Qualifications

• Minimum 3 years of experience in the IT field, demonstrating proficiency in system maintenance and troubleshooting.
• Must live in the Birmingham, AL greater area. (Including but not limited to Tuscaloosa.)
• Working towards or achieved CompTIA and CompTIA Network certifications, showcasing your technical expertise.
• Experience using a ticketing system.
• Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications, enabling you to address diverse technical challenges.
• Ability to provide functional direction to other technical support staff and/or student employees, leveraging your experience and expertise.
• Strong interpersonal and communication skills, allowing you to effectively interact with a diverse community and provide technical guidance.
• Good driving record and ability to lift up to 70 pounds, facilitating weekly site visits and equipment maintenance.
• Ability to analyze and resolve computer problems efficiently, ensuring timely resolution of technical issues.
• Commitment to achieving team goals, including weekly hours, utilization rates, and customer satisfaction targets.

Required Skills

• Strong troubleshooting, system maintenance, networking, and communication skills.

Preferred Skills

• Networking
• Strong troubleshooting

Equal Opportunity Statement

At IT Voice, we’re committed to excellence, teamwork, and innovation. We provide the tools and support you need to grow in your IT career while making a direct impact on the clients we serve. We are also a Team – so if it would bother you to take out the trash one day, it’s best you do not apply.

Additional Information

Please include a brief cover letter with your resume, explaining your interest in joining IT Voice. While the work is Monday – Friday, overtime is required. (To be discussed with Hiring Manager)

Benefits

• 401(k), health, dental, vision, and life insurance
• Paid Time Off (PTO)
• Travel reimbursement
• Work-from-home opportunities (as applicable)
• Long Term Disability

Work Schedule

Monday to Friday (Overtime opportunities available)

Work Location

Birmingham, AL (On Site)

Company Website: www.itvoice.com