Job Description Job Description
We are a Managed and Cloud Services Provider in the South Shore/Cape Cod area of Massachusetts. We support the latest technologies and carefully test and research every product and service that we offer. Efficiency, Speed, and Reliability are absolute qualities that we apply to every task we undertake.
Due to continued expansion, we are seeking an IT Service Desk Technician - Level 2+ (MSP) with previous MSP experience. The IT Service Desk Technician - Level 2+ (MSP) is a full-time role that includes full benefits, 401(k) with company match, ongoing training, and advancement opportunities.
The IT Service Desk Technician - Level 2+ (MSP) will be taking escalated tickets using ConnectWise. The IT Service Desk Technician - Level 2+ (MSP) is primarily focused on Windows IT infrastructure support including servers, storage, cloud, virtualization, firewalls, routers & desktops.
This is a position that requires the tech onsite at our clients Requirements: - Troubleshoot and fix problems with hardware, software and networks
- Provide Support for Microsoft 365 environments including Office 365, Azure AD, Intune, SharePoint, etc.
- Provide technical support for the latest Windows 10, Windows 11, MacOS, Android and iOS devices
- Support Windows Server, experience with configurations is a huge plus
- Strong Network experience: SonicWall and Ubiquiti a plus
- Experience with ConnectWise or similar MSP tools (Autotask, Kaseya, Ninja, etc)
Responsibilities: - Serve as the first point of contact for customers seeking technical assistance
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Provide night and weekend coverage (as needed and on a rotation basis) for tickets scheduled by Dispatch
- Meet ticket service level agreements (SLA) as defined by management
- Accountable for time-tracking daily activities and recording in ConnectWise
Benefits: - Health, Dental, and Vision Insurance
- 401(k) with company match
- 2 Weeks Vacation + Paid Holidays
- 10 Paid Sick Days
- Ongoing Training
- Advancement Opportunities
Opportunity Location Hyannis, MA
Proposed Salary Starting at $60000
At Secure Networks, we are committed to fostering a culture of Diversity, Equity, and Inclusion (DEI) that promotes a sense of belonging for all individuals, regardless of their backgrounds or identities.
We believe that embracing diversity is not only the right thing to do, but it is also essential to our success as a company. Our team is made up of people from various backgrounds, ethnicities, cultures, genders, ages, abilities, religions, and sexual orientations, and we value and celebrate this diversity.
We are committed to providing a workplace where everyone feels respected, supported, and empowered to bring their whole selves to work. We strive to create an inclusive environment where all voices are heard, and everyone has equal opportunities for growth and development.
At Secure Networks, we believe that creating a more diverse, equitable, and inclusive workplace is a journey, and we are committed to making progress towards this goal every day.
Company Description
Secure Networks was founded in 2005 to provide enterprise level IT services to independent businesses who value the importance of technology to their success and profitability. We work with business owners to ensure that your technology investments are aligned with your business objectives. As a small business ourselves, we understand that investing in things that are not core to your business may be a difficult choice. But we also know that many businesses under-spend on technology in the short term and overspend in the long term because they didn't make the right investment the first time. We help you make smart technology investments that last a long time and grow with your business.
The Secure Networks team is dedicated to becoming your trusted partner for all of your IT needs. We accomplish this by setting ourselves apart in some very important ways. Here are just some of the reasons you can depend on Secure Networks to keep you and your business up and running. We guarantee IT.
We provide a personal service
We will give you a guaranteed response time
We will never try to baffle you with jargon
You won't have to worry about extra costs because you pay a fixed price, no matter how often you call
We will use pro-active server monitoring software to spot problems before they disrupt your business
We will take the hassle out of IT, allowing you to concentrate on more important issues
Our true passion is playing a part in our clients' success. We are only successful when our clients are successful. That is why our entire organization is built around aligning our goals with yours.
Company Description Secure Networks was founded in 2005 to provide enterprise level IT services to independent businesses who value the importance of technology to their success and profitability. We work with business owners to ensure that your technology investments are aligned with your business objectives. As a small business ourselves, we understand that investing in things that are not core to your business may be a difficult choice. But we also know that many businesses under-spend on technology in the short term and overspend in the long term because they didn't make the right investment the first time. We help you make smart technology investments that last a long time and grow with your business.
The Secure Networks team is dedicated to becoming your trusted partner for all of your IT needs. We accomplish this by setting ourselves apart in some very important ways. Here are just some of the reasons you can depend on Secure Networks to keep you and your business up and running. We guarantee IT.
We provide a personal service
We will give you a guaranteed response time
We will never try to baffle you with jargon
You won't have to worry about extra costs because you pay a fixed price, no matter how often you call
We will use pro-active server monitoring software to spot problems before they disrupt your business
We will take the hassle out of IT, allowing you to concentrate on more important issues
Our true passion is playing a part in our clients' success. We are only successful when our clients are successful. That is why our entire organization is built around aligning our goals with yours.