The IT Support Technician – Tier 2 will provide technical support to end users in a desktop, server and infrastructure environment. Strong analytical, planning, organizing and problem-solving skills are needed to be successful in this position. The ability to support the installation and maintenance of client PC/Server hardware and software with the ability to perform network deployments is required.

Responsibilities

Provide Tier II technical support to remote workers in different geographical locations

Maintain Service Level Agreements (SLA)

Prioritize and respond to service requests through the IT ticketing system

Advanced troubleshooting and support of desktops, applications and network connections

Consult with different departments to understand their technology needs

Maintain and create knowledge base articles

Help develop, validate and enhance standard operating procedures

Performs miscellaneous job-related duties as assigned

Requirements

3+ yrs experience

Solid technical background with understanding of software development and web technologies

Excellent written and verbal communication skills

Solid organizational skills, attention to detail and ability to handle multiple projects / tasks

Experience with Windows, Mac and Linux operating systems.

Experience with cloud technologies

Familiarity with Azure AD, GCP, Google Workspace and AWS

Solid understanding of networking and protocols

Ability to troubleshoot VoIP

Ability to troubleshoot VPN issue

Benefits

Medical, dental, vision insurance (80% employer/20% employee)

Flexible paid time off

Employee stock options

Remote work, no required travel for most positions.