Technical Support Specialist - Level II

Description of Position

This is a full-time IT Technical Support position. Candidates are expected to have intimate familiarity and be comfortable supporting clients with current business technology solutions.

About Invizio

At Invizio we are dedicated to helping businesses maximize their use of technology. We strive to empower our clients in their missions by applying our knowledge and expertise to a wide range of technologies.

We were founded in 2008 with a vision to serve small and mid-sized businesses and organizations as their single point of contact for all things technology, we serve clients in a variety of industries as a trusted partner, advisor and advocate.

Requirements

• Candidates who do not fulfill these requirements will not be considered. This position has a few non-negotiable requirements, they include:
• Candidates must have at least 3 years of relevant IT Support and IT System Management experience.
• Candidates must have excellent written and verbal business and technical communication skills and interpersonal skills (This will be verified by a series of tests).

Responsibilities

The candidate will be responsible for providing technical support to clients. This support will be conducted via phone with remote support tools provided by Invizio and onsite as needed. Responsibilities will also include but are not limited to:

• Performing timely recognition, isolation, resolution and follow-up of submitted help desk tickets
• Providing detailed documentation of help desk support
• Configuring, and troubleshooting desktop hardware and peripherals
• Installing, configuring, and troubleshooting Windows 10 & 11 and desktop applications
• Re-installing desktops and laptops as needed
• Installing, configuring, and repairing desktop and network printers
• Assisting with security-related updates or patches
• Creating and update help desk documents
• Developing user training and instructional materials as needed
• Performing other duties as assigned
• Candidate will also provide intermediate to advanced network and server troubleshooting including:
• Network connectivity diagnostics and repair
• Server configuration
• Server alert monitoring and troubleshooting
• Server configuration, deployments and migrations
  

Qualification

• Strong customer service orientation is a must. Candidates must be comfortable interacting with end users both over the phone and in person.
• Strong interpersonal and communication skills. Strong command of the English language is a requirement. Familiarity with the correct use of technical terms.
• Ability to quickly learn new systems and software applications.
• Candidate must hold the following certifications or be willing to obtain them within the 3-month probationary period: Network+, Microsoft 365 Fundamentals

Candidates must have a practical understanding of and ability to configure and troubleshoot:

• Desktop Operating Systems: Microsoft Windows, Apple Mac OS
• Server Operating Systems: Microsoft Windows Server, Mac OS Server, Linux
• Applications: Desktop Productivity eg. Microsoft Office, Adobe Acrobat etc.
• Server Applications: eg. Microsoft Exchange, SQL Server.
• Security: eg. Anti-virus/Anti-malware, Encryption
• Cloud Productivity: eg. Microsoft 365, Google Workplace, Dropbox etc.
• Unified Communications: On-premises & hosted VoIP PBX, Handsets etc.
• Network Technology: Physical cabling, routers, firewalls, switches, wireless access points, etc.
• Hardware: Desktops, Laptops, Servers, Printers etc.

Additional Requirements

✔ A quiet distraction-free working environment
✔ A reliable high-speed Internet connection
✔ A smartphone (iOS or Android) for security authentication
✔ Reliable transportation

A Typical Day

As a Technical Support Specialist with Invizio, a typical day will start with you reviewing the tickets that you are assigned and following up with clients. A few days a week you will have a morning call with the Service Delivery team to discuss open tickets. You will also communicate with your teammates regarding ongoing projects and work with clients to help resolve issues. You may need to visit a client location to deliver and set up a laptop or deploy a server or firewall. During deployments you will note all relevant system and configuration information and add it to the client documentation system. While working with clients you will track your time in our ticketing system and make sure all tickets are always kept up to date with current status and “next to do” items. You will find yourself doing research or collaborating with your teammates regularly via chat, video or calls.

Preferred Experience

3 Years of IT Technical Support (Candidates that do not have at least 1 year of experience will not be considered).
Previous experience at an IT Support or Managed Services Provider is preferred. This would indicate you are familiar with ticketing/help desk software (i.e. Autotask, ConnectWise, etc.), RMM software (i.e. Kaseya, Autotask, N-Central, etc.)
Ability to prioritize, schedule, coordinate and manage a variety of activities and projects
Candidates with a Two or Four year degree in Computer Science, Engineering or IT related field of study are preferred.

Benefits

Invizio Team Members enjoy the following benefits:

• A human-first approach to Paid-Time-Off
• Paid US holidays
• Dental, Life and Vision Insurance
• Access to 401(k) retirement plan
• Subsidized Health Insurance