Our Core Focus: To shape better businesses and communities by providing reliable and stress-free IT support.Our Core Values: Ownership, Collaborate, Adaptable, ProactiveThe number one goal of everyone on our team is to make our Clients exceptionally happy. The Level 2 Technician plays an important role in making sure that happens.The Level 2 Technician handles the intermediate-level support requests from our Clients. They ensure that the issue is handled quickly and the Client is informed of what to expect every step of the way. When help is needed, the Level 2 Technician can collaborate with or escalate issues to other members of the Service Delivery Team.RESPONSIBILITIES & TASKSCUSTOMER SERVICEProviding a first point of contact for Clients through our helpdesk, be that via phone, email, or ticketDelight our Clients with a friendly, quick, and helpful experienceProvide the Client with basic remote troubleshootingTICKETING SYSTEMUse our Ticketing System to work on and resolve Helpdesk Tickets & Service RequestsThorough ticket notes describing in detail troubleshooting process, resolution, reason for escalation (if applicable), conversations with Client, etc.Manage and record all work through our Ticketing SystemMake sure that Client documentation is well maintainedSplit tickets that have several issues into their own individual ticketReview Teammates open tickets and assist with troubleshooting or closure when ableMONITORING & MANAGEMENTReview RMM dashboard and apply remediation actions as indicated by our processesReview regularly scheduled / automated actions as indicated by our processesPROJECT WORKOccasionally, the Projects Team will need additional resources to help deliver projects either on-site or remotely. When opportunities arise, the Level 2 Technician may be asked to help with project deliveryCOMMUNICATION, REPORTING, & RISKIf no resolution is apparent after exhausting available documentation (including previous tickets, technical team channel, Knowledge Base), escalate tickets to next level of supportCommunicate to the Client the status of their ticket every step of the way, notify them of any changes or outages related to their issueIdentify, communicate, and mitigate potential risks to the Service Delivery Coordinator and ClientsTEAMWORKFollow the schedule provided by the Service Delivery CoordinatorWork with internal team members to ensure workload is balanced and tickets are resolved expertly and efficientlyFollow Standard Operating Procedures (SOPs) for daily / weekly recurring tasksFollow our security procedures and keep a vigilant eye for security issuesIdentify opportunities for improvement and make constructive suggestions for changeContribute effectively to the process of innovative changeUndertake other duties as required by the Service Delivery Coordinator, Service Desk Manager, or LeadershipMEASURABLES Meeting team-defined SLAs 95% of the time Meeting team-defined ticket closure rate 95% of the time Meeting team-defined QA Pass RateKNOWLEDGE, SKILLS, AND ATTRIBUTESA love of (and ability to) solve problems & challengesGreat communication skills, founded in being a good listenerIntermediate understanding of support tools, techniques, and how technology is used to provide servicesIntermediate understanding of operating systems, business applications, printing systems, and network systemsIntermediate diagnosis skills of technical issues related to end-user hardware and software, and network devicesMust be able to type quickly and accurately while talking on the phoneExperience in clean workstation installations (tidy cable management for end-user devices such as computers, monitors, printers, etc.)Intermediate experience installing and maintaining networking and VoIP equipmentA deep desire to deliver an amazing Client ExperienceKnowledge of IT Applications, Software, & HardwareThe ability to speak both Tech and humanIT literate Intermediate user levelThe ability to keep up with & adapt to the fast-paced IT worldMust be able to pass a yearly background checkIntermediate experience and knowledge of working with the Microsoft 365 platformIntermediate experience working with vendors for expedited troubleshooting of hardware and software systemsExperience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support BusinessTRAINING PROVIDED 2 dedicated training days per year to study, learn, test in an area of your choice related to your position Access to on-demand and live, instructor-led courses Manager approved reimbursement for job-specific certifications Regular Lunch and Learns with topics ranging from service offerings to general professional and personal developmentPERKSWe have Employee Health and Term Life covered at our cost!Dental and Vision offered401k with 4% matchAn easy-going environment and culture (we all enjoy what we do)A stand-up desk and high-powered laptopA proactive approach to ongoing training to help you develop life-long skillsCAREER GROWTHFor someone looking to progress their role, the Level 2 Technician naturally leads into roles such as: Level 3 Technician, Network Engineer, Account Manager, or Service Delivery Coordinator. recblid 70cg8c1axgjqu41iu8wmk58mb7tm4g