IT Support Technician II

We are looking for our next Amazing IT Professional.

Job description

Onsite Technical Services specializes in a wide range of services, including tailored IT services and solutions for small and medium businesses and their owners in Phoenix. We are committed to providing every one of our clients with high-quality service and support. Our unique IT team is incredibly friendly and helps every step of the way with our client's business IT needs.

Level II Technician

Job Description:

Level II Tech will be responsible for providing remote and onsite support to clients for a variety of technology-related issues. Most days the tech will arrive at our office and remotely perform work for clients. Occasionally if a client's Network/Server is down we will need to go on-premise to resolve the issue. We send the level I techs before we send level II tech unless it requires advanced troubleshooting. The Technician works directly with clients and will also assist upper-level engineers and consultants to ensure that our client's needs are consistently being met. Due to daily interaction with our clients, it is essential for the Technician to deliver excellent technical support and customer care services during each and every interaction.

The work schedule for this Full-Time position is Monday through Friday from 8 AM to 5 PM.

This position is a per-hour position. We pay the standard time and a half for overtime if it is needed. This is not a salary position.

Technical Skills:

* SonicWall / Firewall experience is a plus

*Autotask “PSA” Ticket system experience is a plus

*N-Sight “RMM” experience is a plus

*Axcient Backup experience is a plus

* Minimum of 4 years of relevant hands-on experience. A+, Security+, Network+, and/or Microsoft certifications are desired but not necessary

* Intimacy with the technical challenges of Windows-based desktop operating systems

* Microsoft Productivity suites such as MS Office

* Ability to perform basic troubleshooting

* General knowledge surrounding the following:

* Understanding of Active Directory

*Understanding and Managing Microsoft 365 Cloud Technologies

* Windows Servers platforms

* End user support for desktops, laptops, tablets & modern smartphones

* Identify, diagnose, and resolve network problems including network connectivity, traffic utilization, etc.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

* Respond to all customer inquiries in a courteous and professional manner

* Excellent Writing skills

* Excellent Communication Skills

* Excellent Customer Follow Up

* Excellent Customer Facing & Interaction Skills

* Personal Ownership

* Mount servers and various network equipment into racks

* Ability to ask questions and demonstrate professionalism

* Answer the most commonly asked questions for defined issues and problems.

* Act as a first-line analyst for service request tickets following established protocols.

* Create, document, and escalate issues and problems in accordance with ticketing standards and SLAs.

* Monitor ticket queues and provide service or escalation, as necessary.

* Provide basic level desktop/technical support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support).

* Basic support of software and hardware deployed in the organization.

* Adhere to departmental policies for reporting and managing requests and change control.

* Excellent customer service, interpersonal skills, and telephone etiquette.

* Ability to learn and follow service standards and guidelines.

* Strong oral and written communication skills (technical and non-technical).

* Ability to understand the organization's goals and objectives.

* Occasional heavy lifting required (50lbs to 75lbs servers and computer equipment)

* Commitment to continuous personal and professional growth through certification programs and personal empowerment

ENVIRONMENT & SKILLSETS

ENVIRONMENT & SKILLSETS
* US Citizenship required
* Valid Driver's License & Clean Driving Record
* Must be able to pass a full background check and identity verification
* Some in-town travel is required at times for onsite support of client's needs and other tasks as needed
* Office located in Central Phoenix
*Must have a reliable vehicle and insurance to be able to drive to client sites when needed.
*Mileage reimbursed'

Help desk: 1 year (Required)

Windows: 3 years (Required)