Managed Services IT Technician II

The Managed Services IT Technician II responds to customer technology issues to provide a quick and comprehensive solution. This position also provides proactive work monitoring systems, tools, and alerts to address underlying problems. The Managed Services IT Technician II is responsible for supporting and maintaining clients' computer hardware, software, and networks, including desktops, servers, switches, routers, wireless access points, firewalls, printers, and backup systems. This position serves as an escalation point for junior technicians, addressing the more complex or more sensitive technology issues encountered by customers. The technician works closely with customers, providing clear and concise information and updates during troubleshooting. This role also analyzes and responds to network and security-related alerts for managed devices/services.

Essential Job Functions:

•  Provides an escalation point for junior technicians, to include training and coaching to enhance their problem-solving skills.
•  Takes the lead on more difficult tickets that may require more expertise and/or knowledge.
•  Provides advanced remote support for Windows desktop and server operating systems.
•  Provides advanced remote support for switches, routers, wireless access points, firewalls, and backup systems.
•  Provides advanced remote support for printers and other peripherals.
•  Schedules and deploys firewall firmware upgrades.
•  Analyzes and sends notifications for security detections.
•  Analyzes and responds to network alerts.
•  Provides system backup monitoring and advanced support.
•  Efficiently tracks time and provides detailed work-performed documentation.
•  Creates accurate documentation of customer network infrastructure, servers, contacts, software, and hardware installations.
•  Provides feedback to identify where further administration and automation is needed.
•  Provides excellent customer service in support of customer technology needs.
•  Participates in an on-call rotation.
•  Maintains confidentiality.
•  Gains and maintains relevant professional certifications to ensure expertise in current technologies and methodologies.

Other Responsibilities:

•  Performs all other related duties as assigned by Management.

Knowledge, Skills & Abilities:

•  Advanced knowledge of Microsoft Desktop and Server Operating Systems.
•  Advanced knowledge of workstations, servers, printers, and other related hardware.
•  Advanced knowledge of networking equipment, including hardware firewalls.
•  Advanced knowledge of standard network diagnostics and IT troubleshooting techniques.
•  Advanced knowledge of cybersecurity principles and methods.
•  Advanced knowledge of Microsoft Office and other common business applications.
•  Advanced knowledge of Microsoft cloud solutions, including M365, Azure, etc.
•  Ability to create documentation for installation, configuration, troubleshooting, SOPs, KBAs, etc.
•  Must be able to work independently and make sound technical decisions using the information at hand.
•  Must possess excellent customer service skills.
•  Ability to problem solve, using all available resources to find resolution.
•  Ability to communicate verbally and in written formats with customers, co-workers, and business associates professionally and courteously.
•  Ability to function effectively as a team player.
•  Ability to adapt to changes in the work environment and external influences.
•  Ability to manage competing demands and change approaches or methods to fit the situation best.
•  Ability to deal with frequent changes, delays, or unexpected events.
•  Ability to undertake self-development activities.
•  Ability to define problems, collect data, establish facts, and draw valid conclusions.
•  Ability to comprehend, interpret, and implement a variety of technical instructions.
•  Knowledge of Company policies and procedures.

Education and/or Experience:

•  Degree in Information Technology, Information Systems, Computer Science, Computer Engineering, or related fields; or a minimum of 4 years of related experience and/or training; or equivalent combination of education and experience.

Certifications, Licenses, Registrations:

•  Must be able to obtain position-relevant certifications within 1 year of start date.
•  CompTIA A+, Network+, or equivalent education/certification is highly preferred.
•  Microsoft certification is preferred.

Working Conditions:
Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually moderate.

Note:
To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Disclaimer:
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.