Level 1-2 Network Technician

Job Description

Job Description

Level 1 Technician

 

Job Description-Level 1

As a Level 1-IT Technician’s role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the IT Technician will be to respond to support requests in a timely manner, be the initial reference point for all IT support-related tickets, and to ensure the satisfaction of the end user, among other technical duties.

IT Technicians are expected to display good interpersonal skills as they will interact with colleagues from various departments, executive levels, and customers daily.

Responsibilities and Duties

• Assist with queueing tickets by answering help desk telephones.
• Documentation of work performed and other technical information for our clients.
• Mobile device email setup and troubleshooting (Android, iPhone, and others).
• Desktop Maintenance, Troubleshooting, OS install, and new Desktop setup.
• Domain password reset.
• Installation and troubleshooting of Third-Party applications.
• Microsoft Office installation, product activation, and troubleshooting.
• Network troubleshooting and configuration, including wired and wireless networks.
• Office 365 user set up and configuration.
• Email and Spam troubleshooting.
• Printer troubleshooting, configuration, repair, and installs.
• Basic understanding how to remove/troubleshoot viruses and malware.
• Travel throughout the US is expected on an as-needed basis.
• After-Hours rotation will be required.

Qualifications and Skills

• Customer service oriented to resolve issue with customers via calls.
• Strong and consistent communication with customers, by phone, email, and in person.
• Strong written skills.
• The ability to think outside the box.
• Basic understanding how to remove/troubleshoot viruses and malware.
• Basic backup understanding and troubleshooting.
• Identifying basic technology solutions based on analysis of customer support needs.
• Background experience using RMM tools is a plus, but not required.
• Familiar with using trouble ticketing systems is a plus, but not required.
• Recommended certifications, but not required: MCP, A+, Network +, Server +.

 

Level 2 Technician

 

Job Description-Level 2

As a Level 2 IT Technician, your primary responsibilities include remote/onsite support for workstations, servers, firewalls, and routers while communicating with
the customer throughout the process. The candidate must be able to perform a wide variety of IT support issues, ranging from desktop support to complex server and network issues.

Responsibilities and Duties

• Handle ticket escalations ranging from server support, network issues, and software installation.
• Ability to setup, configure, and troubleshoot Windows Server and related issues.
• Troubleshoot and resolve firewall, router, and other network related issues.
• Perform on-site installations / repairs, as necessary.
• Provide exemplary customer service in a timely manner to foster client loyalty.
• Record, track, and document the help desk problem-solving process including actions taken through to the final resolution.
• Follow proper escalation procedures to ensure resolution of problem tickets.

Qualifications and Skills

• Minimum 1-3 years IT experience.
• Familiar with Microsoft Server technologies such as Active Directory, Hyper-V, Exchange, and SQL.
• Familiar with business-class network technologies such as TCP/IP, VPNs, VLANs, and QoS.
• Interpersonal skills: such as telephone skills, communication skills, active listening, and customer care.
• Must have experience in testing, repairing, and maintaining low voltage equipment.
• Knowledge of Microsoft Operating Systems / Office Applications / Ethernet Networking.
• Ability to meet daily goals.
• Recommended certifications, but not required: MCP, A+, Network +, Server+.