Job Description

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

• In addition to Level 1 Duties and Responsibilities…
• Handle ticket escalations ranging from server support, network issues, and software installation.
• Ability to set up, 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.
• Ensure electrical safety standards are met.
• Repair or replace damaged hardware.
• Establish good relationships with all departments and colleagues.
• Conduct backup operations.
• Additional duties as assigned.
• Duties and responsibilities may change, and new ones may be added, at any time with or without advanced notice.

Qualifications and Skills

• Bachelor’s degree in computer science or related field preferred.
• Minimum 1-3 years IT experience.
• Familiar with Microsoft Server technologies (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, communication, 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+.

Working Conditions

• Minimal: The worker is not substantially exposed to adverse environmental conditions (as in typical office or administrative work). There will be a need to perform duties inside of a data hall, where cool or warm environments, along with noise, are present. The workers may be standing while in data halls.

Physical Requirements

• Medium work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.
• Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.

Salary and Benefits

• Health Insurance
• Paid Vacation
• Competitive salary
• Willing to be flexible with schedule.