IT Tier 2 Field Technician at ALG Senior LLC in Hickory, North Carolina

Job Description:

About our community
We provide management services to exceptional senior living communities, personalizing in the approach of ensuring every resident has their specific needs met at every stage. We strive daily to create the best life for all we serve.
Position summary
IT Tier 2 / Field Technician
Position Overview: We are seeking a highly skilled and experienced IT Tier 2 / Field Technician to join our team. As a Tier 2 Technician, you will be responsible for providing advanced technical support to our clients, both remotely and on-site. Your role will involve resolving complex technical issues, managing escalated tickets, and assisting Tier 1 Technicians. Additionally, you will be actively involved in field visits to address specialized technical challenges.
Responsibilities:
Advanced Technical Support:

Provide expert-level technical support to clients and internal teams.
Troubleshoot and resolve complex hardware, software, and network issues.
Function as a subject matter expert for Tier 1 Technicians.

Field Visits and On-site Support:

Conduct on-site visits to diagnose and resolve technical issues that require physical presence.
Install, configure, and maintain hardware and software components, including servers, desktops, laptops, printers, and network devices.

Escalated Ticket Management:

Manage and prioritize escalated support tickets to ensure timely resolution.
Collaborate with Tier 1 Technicians to provide guidance and expertise.

Network Administration:

Set up and maintain network infrastructure, including routers, switches, firewalls, and wireless access points.
Monitor network performance and security, implementing necessary adjustments.

Client Collaboration:

Collaborate with clients to understand their specific IT requirements and provide tailored solutions.
Provide technical recommendations and educate clients on best practices.

Documentation and Reporting:

Document technical procedures, configurations, and system changes.
Generate reports on system performance, issues, and resolutions.

Qualifications:

Proven experience as an IT Tier 2 Technician or similar role.
Expertise in installing and configuring operating systems and software applications.
In-depth knowledge of network protocols, hardware, and troubleshooting techniques.
Proficiency in cybersecurity best practices.
Strong problem-solving and communication skills.
Ability to work independently and as part of a team.
Excellent time management and organizational skills.
Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional, Cisco Meraki) are a plus.

Education:
Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience).