Managed IT Support Technician Level 2

Position Overview

We are accepting resumes for Managed IT Support Technician (Lv. 2) to join our dynamic team. In this multifaceted role, you will not only provide expert technical support to our clients but also play a crucial role in improving our service delivery processes. You will act as a subject matter expert (SME) in various IT technologies and contribute to the design and implementation of new solutions and workflows.

Key Responsibilities

• Provide high-quality technical support by diagnosing and troubleshooting a wide range of IT issues including desktop/laptop support (hardware and software), network connectivity issues, server administration, cloud service management (AWS, Azure, etc.), and security assessments.
• Deliver both remote and on-site support, proactively monitoring and maintaining client systems while documenting all support activities and resolutions in the ticketing system.
• Act as a subject matter expert by staying current on the latest IT technologies and best practices, sharing knowledge with team members, and providing technical guidance and mentorship to junior technicians.
• Contribute to process improvement by identifying areas for service delivery enhancement, designing and documenting new workflows and procedures, and participating in the development and implementation of new service offerings through analysis of support data.
• Communicate technical information clearly to clients, build strong relationships, and proactively address client concerns to ensure satisfaction.

Required Qualifications

• 3+ years of experience in IT support or a related field
• Strong understanding of Windows and macOS operating systems
• Experience with networking concepts (TCP/IP, DNS, DHCP)
• Proficiency in troubleshooting and resolving common IT issues
• Excellent communication, interpersonal, and problem-solving skills
• Ability to work independently and collaboratively as part of a team
• Strong customer service orientation

Preferred Qualifications

• Experience with scripting or automation tools (e.g., PowerShell, Python)
• Certifications such as CompTIA A+, Network+, or Security+

Benefits & Perks

• Competitive salary and comprehensive benefits package
• Paid time off and holidays
• Professional development opportunities
• Opportunities for growth and advancement
• Collaborative and supportive work environment

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.