Helpdesk Support, Helpdesk Technician, Network Administrator, Support Technician, System Engineer
Full Time
$45,000 - 55,000 per year
Travel not required
CIO Tech is an MSP (Managed Service Provider) of IT services which include Cloud Hosting, Technology Support, Network Security and Compliance, Design and Solution Consulting. CIO Tech is currently seeking an experienced Support Technician . The Support Technician Level 2 is responsible for providing technical support and maintenance of computer desktops, servers, and associated peripherals for both cloud-hosted and on-premises systems. Resolve customer reported problems, install hardware and software, and provide general IT support services for Client reported problems. Additional tasks include end user support, license tracking, and performing PC and Server maintenance, upgrades and configurations (hardware and software). Monitor customer networks, perform general maintenance activities, and escalation of network critical alarms to Level 3. Must be able to work in a highly dynamic environment, either individually or as part of a team. Responsible for phone support of network-based activities, installation and resolution of client related problems remotely.
Additional emphasis on Windows Server based applications, switching, firewall, systems interconnectivity both local and WAN based.
General Duties
• Provide helpdesk support and resolve problems with a positive customer experience
• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Respond to scheduled service tickets, update, resolve, and adapt to adjusted service schedules for customer priority and emergency tickets.
• Following established change control oversight, modify system configurations, utilities, software, and hardware settings for assigned service ticket devices.
• Record all support activities, progress, actions, and status tasks within the ConnectWise ticketing system. Provide clear and detailed closure comments for customer review.
• Assist with the onboarding (new agreement engagement) of new users
• Install, test and configure new workstations, peripheral equipment and software (internal prestaging and onsite)
• Assign users and computers to proper groups in Microsoft Windows Active Directory environment
• Perform timely workstation hardware and software upgrades as required
• Participate in the after-hours “on-call” rotation schedule.
• Document “unique to customer” or “systemic problem” resolution activities for future staff reference.
• Perform technical review or evaluations of new or existing products or software as assigned.
• Engage in Microsoft Windows Server, Exchange, and SQL installation, support, and troubleshooting
• Mentor Level 1 staff regarding core technology skills required for CIO managed customer networks.
• Customer data backup services, response, troubleshooting, and validation of data. Microsoft Windows Server (most current 3 versions) , Server Operations and Domain Support
• Microsoft Exchange Server (most current 3 versions) , Server Operations and User Support
• Microsoft SQL Server (most current 3 versions), Server Operations
• VMWare Virtualization systems, setup, configuration, and support
• Network Switching, VLAN configurations, Layer 2/3
• Strong skill with networking and server protocols such as TCP/IP, SNMP, DNS
• Microsoft Windows professional version desktop operating systems (most current 3 versions)
• Microsoft Office applications (most current 3 versions)
• Microsoft business application products (Lync, Skype, Visio, 365, etc.)
• Windows Server Active Directory user support
• Network Printer/Scanner setup and support
• Citrix XenApp remote desktop services, installation, configuration, troubleshooting end-end access
• Internet Explorer/Chrome, support of multiple browsers
• ConnectWise/LabTech
• Server Hardware (all supported platforms, staging, component install, configuration)
Extended Skills required for Support Technician Level 3 growth consideration
• Experience in Cisco IOS, QOS, OS, MQC, IP SLA Monitor commands and features
• Microsoft Server based systems (Windows, Exchange, SQL), migration, version upgrades, and domain migrations.
• Firewall functionality, UTM setup/configuration, Tunnel setup, alerting and reporting activities.
• Storage Systems (SAN, NAS, ISCSI) based platforms.
Requirements
• 2 years of IT support experience within a MSP (Managed Services Environment)
• 2 year (AS) degree in Computer Technology, similar degree or experience
• CompTIP A+, Network +, Security Plus, similar certification or experience
• Microsoft, Cisco, VMWare (or other key vendor/manufacturer specific technical certifications or experience)
CIO Tech is located in the Westshore/International Mall area. We offer a competitive wage and benefits package, including medical, dental and supplemental insurances, paid time off, simple IRA plan, and other corporate perks. We love what we do and we’re working hard to be the best! If you think you’re a good fit for this opportunity, we’d love to talk with you soon!
Benefits
• 10 Days PTO (Paid Time Off) per year plus designated holidays
• Complete Insurance package available after 90 days of employment (includes health, dental, and ancillary coverage options)
• Simple IRA with match after one year of employment
• Benefits are subject to change as company policies change
• Compensation: 45-55k depending on qualifications