Support Technician Jobs

Contract

1099, W2

Support Technician

Job Type Contract (6-month duration w/possibility of FTE)

Work Location Hybrid (4 days in Scottsdale, AZ office - 1 day remote)

Job Summary

Our client is seeking a Support Technician to be responsible for providing Tier 2 I.T. support services. You will be solving IT issues that are not able to be solved by their user support operations center utilizing Tier 2 and 3 resources as well and working directly with client's IT staff and POC.

Main Responsibilities

• Provide Tier 2 Windows 10 or higher and MAC operating system administration functions
• Monitor server and application availability and proactively alert other service providers to critical conditions requiring immediate resolution
• Provide intermediate level support for the Microsoft suite of products (Word, Excel, Access, Project, Publisher, Power Point, Windows 10 or higher, Internet Explorer, Visio) and Desktop applications (Microsoft Outlook, Trend Micro Antivirus, VNC, Active Directory)
• Provide Tier 2 Firewall and virus management support
• Log and track customer requests using a problem-tracking tool
• Provide Tier 2 MS Exchange, Office 365 and Google G-suite Administration functions add new users based upon established standards, and establish and reset user passwords as needed
• Monitor the Service Desk ticketing system and ensure requests are logged correctly and within agreed timeframes
• Assist Tier 1 Levels 1 and 2 support teams with user tickets and answer phones for Tier 2 support directly with client IT teams
• Administer User Profiles includes assigning group access , file share access, and remote access
• Identify, isolate and troubleshoot level 2 or Higher I.T. related problems
• Respond to alert incident tickets and work with system administrators to solve any issues
• Provide Tier 2 support on the following hardware Servers, Laptops, Desktops, Notepads, Mobile Phones
• Follow up on requests according to Service Level Agreements
• Transition to a Primary on-call after hour support role on an on-going rotation basis
• As appropriate, escalate problems to 2ndand 3rd level support teams and outside support vendors
• Provide onsite support to clients as needed.

Working Relationship & Contacts

• In contact with Managed Service Provider (MSP) team members for the customer, including the lead consultant (vCIO) for the customer.
• Communicate with System Administrators and the Service Desk manager.
• In direct contact with customer liaison and the users of the customer’s network

Education & Experience

• Professional presentation and phone manner
• MCP preferred but not required
• Experience with Remote Support and Monitoring tools such as Connectwise Automate (Labtech), DATTO RMM, and Microsoft SCCM/Intune
• A basic understanding of how a network environment operates and how applications function within the environmentUnderstanding of basic Windows and MAC desktop administration
• Basic understanding of WAN, LAN and TCP/IP. Knowledge of Cisco or Fortinet routers preferred, although not requiredSome telecommunications experience, in particular IP telephony
• Minimum 2 years of college or equivalent work experience preferred
• Strong interpersonal and collaboration skills, resourceful and proactive team memberFlexible to work a rotational schedule (including some Holiday's & weekends) and take on other duties as assigned.