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Level 2 It Engineer - Senior It Engineer
Company | RYC Business IT |
Address | Miami, FL, United States |
Employment type | FULL_TIME |
Salary | |
Expires | 2023-08-16 |
Posted at | 9 months ago |
Tier 2 IT Support Engineer (not an entry level position)
- Be ready to wear multiple hats and thrive in a dynamic and often self-directed environment.
- Show a relentless drive towards achieving goals and setting new ones.
- Bring innovative ideas to the table and don't hesitate to voice them - we love creativity and fresh perspectives!
- Applicants with a private domain e-mail addresses using Office 365 or Google Workspace will receive priority visibility
- Relevant experience in our industry, or a clear passion and commitment to dive in and learn fast.
- Proven ability to work proactively, showing initiative and drive.
- Excellent Documentation skills - knowing what to document, how to document it, and in such a way that is easy to find and use
- *Existing* Home Lab required.
- Excellent communication skills.
- GoogleFu Rank: Black Belt - Grand Master Level
- Strong problem-solving skills and the ability to think outside the box.
- Provide the Client with advanced remote troubleshooting
- Work on and resolve escalated Helpdesk Tickets
- Delight our Clients with a Friendly, Quick and Helpful Experience
- Remote Hardware Maintenance and Support
- Make sure that Client Documentation in well maintained
- Split tickets that have several issues into their own individual ticket
- Managing and recording all work though our Ticketing System
- Make sure that tickets aren’t “stale” throughout the process
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Review RMM dashboard and apply remediation actions as indicated by our Processes
- Review regularly scheduled/automated actions as indicated by our Processes
- From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the L2 Technician may be required to help with project delivery
- Submit Timesheets & Expense reports as indicated on their SOPs
- Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
- Escalate tickets that require Senior L3 Technician support
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Mentor the Level 1 Technician team members
- Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Contribute to the process of innovative change effectively
- Identify opportunities for improvement and make constructive suggestions for change
- Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
- Undertake other duties as required by the Service Delivery Manager
- A deep desire to deliver an amazing Client Experience
- A deep desire to deliver an amazing Client Experience
- Advanced understanding of support tools, techniques and how technology is used to provide services
- Great Communications skills, founded in being a good listener
- Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
- The ability to keep up with & adapt to the fast-paced IT world
- Advanced knowledge of IT Applications, Software & Hardware
- Advanced experience and knowledge of working with the Microsoft 365 Platform & Google Workspace
- A love of (and ability to) Solve Problems & Challenges
- The ability to speak both Geek and human
- Must be able to type quickly and accurately while talking on the phone
- Driver’s license
- Great Communications skills, founded in being a good listener
- Client Experience Certifications such as Helpdesk Habits etc.
- Experience providing support via remote tools
- Professional IT Certifications such as Server+, Network+, Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
- Experience and knowledge of working with the Microsoft 365 Platform
- Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
- Experience using a Ticketing system / RMM Tool and PSA software
- Experience handling Technical Service Tickets
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