IT Technical Support (Level 2/3)

CMIT Solutions of North Lake County is seeking a level 2/3 escalation technician to work directly with a motivated team of technicians to manage and maintain the IT networks of many businesses throughout our local area.

An ideal candidate will be able to manage client networks, troubleshoot and resolve issues and complete projects, such as network design and installation, every day. This candidate can begin immediately and lives in the Chicagoland area. See application instructions below!

CMIT Solutions of North Lake County is a 14-year-old managed service provider, focused on serving small to medium-sized businesses in our local area. Check out our website at www.cmitsolutions.com/north-lake-county. We believe in a foundation based upon character and integrity, in passionate commitment to our clients, and dedication to continuous personal and professional growth.

Job Responsibilities:

• Diagnose, research and troubleshoot computer system issues, including operating systems, H/W and S/W, networking, VPN, connectivity, server, and other network devices/peripherals, both remotely and onsite.
• Install, configure, and support desktops, laptops, virtual machines, mobile phones, VOIP products, servers, backup systems, and miscellaneous devices.
• Provide onsite services with potential for weekends as required.
• Respond promptly and professionally to alerts and end-user IT issues
• Monitor and update Service Desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions.
• Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress.
• Responsible for meeting Client Service SLA goals.
• Mentor other technicians and provide correction where necessary
• Other duties as assigned[BL3]

Benefits:

· Base Annual Salary of $75,000 - $95,000 based on experience

· Full-time employees provided excellent medical, 401(k) match up to 5%, and milage.

· Paid Time off 2 weeks with additional 5 Federal Holidays paid

· Work from home model, no need to come into the office. Go from home directly to the client site.

· Training opportunities available

Qualifications:

· Excalation experience

· 4+ years of IT related technical experience

· MSCE/MCP/MCTS certification is a plus but not required

· A+, Network+, Security+ certification preferred but not required if work experience is comparable (skills assessment review)

· An advanced level of understanding of relevant technologies, solutions, troubleshooting and support

· Expert knowledge of implementing and configuring business class networks

· Expert at 3rd party hardware and software troubleshooting

· Expert knowledge of networking (i.e.) TCP/IP, NAT, DHCP, DNS, VPN, OSI model

· VPN infrastructure design and administration (PTP, client based, Encrypted, IPsec)

· Expert knowledge of Microsoft Windows Vista/7/8/8.1/10 Operating Systems

· Expert knowledge of Microsoft Office Products (Current versions especially)

· Expert with Microsoft Windows Server 2003/2008/2012/2016; Small Business Server 2003/2008/2012/2016; Exchange Server 2003/2007/2010/2013/2016

· Advanced knowledge of Remote Management Systems/Software/Agents

· Advanced knowledge of virtualization technologies from host to virtualized machine management and administration (Hyper-V; VMWare; Citrix Xen)

· Extensive experience with onsite/offsite backup configurations as well as data restorations; Experience with SAN and NAS backup environments

· Expert knowledge of configuring Microsoft Outlook – RPC over HTTP, POP/IMAP, Exchange relay

· Expert at DNS troubleshooting; A, MX, CNAME record management and troubleshooting

· Expert knowledge of setting up and configuring wireless networks (RADIUS and AD management sign-on; Various WAP security protocols; Wireless management systems)

· Expert Knowledge of setting up and configuring printers in a network environment (Print Server management; LDAP integration; Remote access security and administration; user login scripting)

· Expert Knowledge of installing and configuring Enterprise level antivirus software

· Basic Knowledge of centralized mobile device management

· Basic Knowledge of Microsoft Sharepoint

· Basic Knowledge of HTML, PHP, ASP

· Ability to work independently and efficiently manage time

· Ability to work with team members and provide leadership on projects and client onboarding

· Excellent written and verbal communication skills

· Ability to maintain professional communication skills.

· Ability to multi-task, work under pressure, and handle interruptions.

· Ability to communicate effectively and interact with diverse personalities.

· Self-motivated; dependable; passionate about technology

· Enthusiasm for working in a team environment and a desire to help our customers grow their businesses by serving their IT needs

PHYSICAL DEMANDS: The employee must occasionally lift and/or move up to 30 pounds. The employee may have to sit at a computer for long periods of time. (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.)

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