Level 2 support technician

POSITION SUMMARY As a Level 2 Support Technician, you will provide excellent and friendly end-user IT support for remote users across our client base. You will demonstrate outstanding customer service skills and a strong knowledge of Windows Operating Systems, Microsoft Active Directory structure, and basic networking systems and protocols. You will be joining an excellent IT team that prides itself on a high degree of customer service and professionalism. In this role, you will be involved in: • Active directory administration • Server troubleshooting and administration • DHCP and DNS administration • Firewall administration • Datto software configuration and administration • Data migration and recovery • Troubleshooting and configuring desktops, servers, and network devices • Monitoring daily back-ups and troubleshooting failures • Monitoring ticket queue • Serve as escalation path to other levels • Medical field software troubleshooting • Meeting regularly with IT Manager to provide status updates • Documenting IT processes • Creating physical and logical infrastructure diagrams • Taking a proactive approach by identifying possible areas of improvement before issues arrive • Communicating promptly and professionally with clients and team members • Learning and researching new technologies, solutions, or procedures • Demonstrating ICT’s core values of Customer service, accountability, transparency, and integrity INTERPERSONAL SKILLS • Customer service oriented • Self-motivated and independent • Team oriented • Seeks new knowledge and strives to innovate where possible • Outstanding communication skills, both verbally and written • Has the ability to listen and empathize with client requests or challenges • Has a strong sense of urgency in order to follow through with projects and client requests • Is a quick thinker and can troubleshoot issues while under pressure • Is respectful, considerate, and kind to team members and clients • Has a strong work ethic • Can prioritize tasks efficiently QUALIFICATIONS AND REQUIREMENTS (starred items are preferred but not required) • Datto RMM / Autotask knowledge* • Server OS technologies* • Active directory knowledge * • Cloud Technology (Office365, Azure, Google Apps) knowledge • Microsoft Office Productivity Suite (Outlook, Word, Excel, PowerPoint, Visio) • Computer peripherals such as printers, scanners, wired and wireless devices • Wireless Access Points • Networking concepts (TCP/IP Properties) EDUCATION AND EXPERIENCE (starred items are preferred but not required) • Information Technology or related degree* • Minimum of 3 years in IT operations • Certification in Microsoft, VMware or equivalent * • Advanced networking concepts (TCP/IP subnets, DNS, SMTP, Routing)* • Windows Server Active Directory and Group Policy • RAID technologies • Virtualization Technologies (VMware ESXi, Hyper-V, etc)* • Linux/Unix* WORK SCHEDULE • Full-time