What are the responsibilities and job description for the Level 2 Technical Support Engineer/Specialist position at Repro Products?
About Us
Repro Products is a trusted provider of cutting-edge Office Technology Solutions, committed to delivering excellence in IT services, VOIP solutions, and office equipment. Our team undergoes rigorous training and stays ahead of the curve with the latest technologies. We foster a culture of collaboration, innovation, and customer satisfaction.
We’re looking for a passionate and resourceful Level 2 Technical Support Specialist to join our growing team. If you enjoy solving complex problems, implementing creative solutions, and providing top-tier customer support, we want to hear from you!
About the Role
Team: Technical Support
Earning Potential: [Include pay range if desired]
Location: Hybrid
Hours: 8:00am to 5:00pm Monday-Friday
Start Date: ASAP
Career Path: Level 2 Support with potential to progress to Senior Technician or Technical Consultant roles
How We’ll Set You Up for Success
- Comprehensive onboarding program to master our technology stack and services
- Access to team collaboration and resources, including experienced senior staff for guidance
- Ongoing professional development opportunities, including certifications and hands-on workshops
- Structured mentoring and cross-training to help you grow
What You’ll Do
- Troubleshoot and resolve issues with end-user devices, networks, servers, printers, and VOIP systems
- Manage and maintain Microsoft 365 environments, including user accounts, security configurations, and licensing
- Provide support for Google Workspace, assisting with administration and troubleshooting
- Configure and optimize network devices, including switches, routers, and access points
- Implement and maintain WatchGuard firewalls and other security solutions
- Design, test, and execute server disaster recovery and failover plans
- Analyze client pain points to deliver tailored solutions and exceed customer expectations
- Document all work accurately in the internal ticketing system and contribute to knowledge-sharing initiatives
- Participate in on-call rotations and provide timely support for critical incidents
- Assist in project planning, resource estimation, and delivering technical recommendations
About You
- 5 years of hands-on experience in IT support or a related role
- 5 years of networking experience
- Proficiency with Windows Server administration, including Active Directory, Group Policy, DNS, and DHCP
- Strong understanding of Office 365 and Google Workspace management
- Familiarity with network security, including WatchGuard firewall configuration and maintenance
- Exceptional communication skills and a customer-first approach
- Ability to work both independently and collaboratively in a fast-paced environment
- Solid troubleshooting skills across hardware, software, and network layers
Nice-to-Haves
- Certifications in Microsoft, Cisco, or equivalent IT disciplines (e.g., Microsoft 365 Certified, CCNA)
- Experience with RMM tools and automation
- Familiarity with VOIP system administration
- Exposure to Linux-based systems or virtualized environments
- Experience with redundancy strategies and disaster recovery planning
About Repro Products
At Repro Products, we are committed to innovation and excellence in IT services. By combining industry expertise with a passion for customer success, we deliver solutions that drive value and make a difference.
Join Us
If you are ready to bring your expertise to a dynamic team and grow in your IT career, we encourage you to apply. Together, we’ll create impactful solutions and foster long-lasting client relationships.
Application Process
- Submit your application, including your resume and cover letter.
- Complete a short skills assessment.
- Participate in a two-stage interview process.
- Finalize your onboarding and join our mission to deliver excellence in IT services!