IT Tier Two System Technician

IT Tier Two System Technician

Job Overview: We are seeking a highly motivated and customer-focused IT Tier Two System Technician to join our team. In this senior level role, you will be responsible for resolving technical issues escalated by Tier One support for end-users within our broad client base and ensuring timely and effective resolution of complex IT problems. Our company provides IT support for several banking organizations, requiring strict adherence to security and compliance protocols. The ideal candidate will have excellent problem-solving skills, a strong customer service orientation, and a passion for technology.

Key Responsibilities:

Advanced Troubleshooting: Diagnosing and resolving technical issues that are escalated from Tier 1 support.

Customer Support: Respond promptly to escalations and/or direct user requests via phone and email offering advanced technical assistance and troubleshooting for hardware, software, and networking issues.

Technical Assistance: Diagnose and resolve complex system issues, often involving hardware, software, network, and server problems.

Documentation: Maintain clear and accurate records of support requests, resolutions, and any follow-up actions in the help desk ticketing system.

Hardware Setup: Support Tier 1's when needed by walking customers through the setup, configuration, and installation of hardware devices, such as computers, monitors, printers, and mobile devices. When necessary, visit the site to complete more complicated setups.

Continuous Learning: Stay updated on the latest technological trends and best practices to improve troubleshooting processes and deliver exceptional user support.

On Call Support: Tier 2 System Technicians are not required to be on the On Call rotation, however they must assist the Tier 1 Support Desk Technicians as needed during On Call hours.

Other Duties: Other tasks or assignments, within the scope of technical support, as needed.

Qualifications:

Education: An associate degree in a IT related field or multiple specialization certificates in IT (such as CompTIA A+ or equivalent) preferred.

Experience: 3 years of working experience in an IT Support role with at least 1 year in a Tier 2 role required.

Technical Skills: Advanced knowledge of both desktop and server operating systems, network troubleshooting and security best practices.

Problem-Solving: Strong analytical and troubleshooting skills with the ability to diagnose and resolve technical issues effectively.

Communication: Excellent written and verbal communication skills with a focus on building rapport, listening, and questioning skills.

Customer Service: A positive attitude and willingness to help others, with a strong emphasis on customer satisfaction.

Team Player: Ability to collaborate with team members and other departments to resolve issues and improve service delivery.

Desire to Learn: Must have an inquisitive mind and naturally have a desire to learn.

Requirements:

Must be reliable

Proficient in English

Ability to lift and carry basic computer equipment up to 50lbs

Ability to travel to client office locations 2-3 times a month (occasional overnights) with reliable transportation as needed.

Ability to pass a background check and drug screen

Working Conditions:

Full-time position

8-hour shift

Monday through Friday

Ability to work from home

Occasional evening or weekend work depending on support coverage needs.

Benefits:

Opportunities for professional development and additional certifications

A dynamic, supportive, and innovative work environment

Competitive salary and generous benefits package

Health insurance (Employee premium 100% company paid)

Dental Insurance

Vision Insurance

Flexible spending/Health savings account

Company paid life insurance

401(k) with company match

Paid time off

Parental Leave