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Helpdesk Support Level II

K2 Staffing
  • Brentwood, Tennessee
  • Autofill and Review
30+ days ago

Job Description

Summary
Our client is a leading IT Solutions Company in the Nashville area (Brentwood and Franklin, TN) and they are in need of a Help Desk Support Level II+ Technician. An IT Technician’s role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the IT Technician will be to respond to support requests in a timely manner, be the initial reference point for all IT support related tickets, and to ensure the satisfaction of the end user, among other technical duties.Duties & Responsibilities
  • Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
  • Provisioning and system setup for new hires.
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs.
  • Use remote tools and diagnostic utilities to aid in resolving support requests.
  • Perform VPN infrastructure design and administration (PTP, client-based, Encrypted,IPsec)
  • Monitor and manage Microsoft Windows 7/8/10 Operating Systems.
  • Monitor and manage Microsoft Windows Server 2003/2008/2012; Small BusinessServer 2003/2008/2012; Exchange Server 2003/2007/2010.
  • Work on WANs, LANs, TCP/IP, Firewalls, Routers, andSwitches.
  • Server administration via Active Directory, File & Print services, DNS, DHCP.
  • Install antivirus software and ensure virus definitions are up to date.
  • Optimizing and maintaining network software and hardware
  • Building and deploying file servers and cloud computing solutions
  • Configuring and deploying VOIP solutions
  • Manage Microsoft Exchange Server
  • Monitors alert systems and take appropriate action as per guidelines.
  • Ability to use various messages in an event log to affect repairs.
  • Receive escalated service requests requiring an enhanced response.
Qualifications & Requirements
  • Having worked in an MSP environment is a PLUS!
  • Minimum of 4 years hands-on experience configuring, troubleshooting and repairing networking equipment, Windows servers and workstations, Exchange server and Active Directory

  • 2-3 years of experience in a client-facing environment such as sales engineering
  • Kaseya RMM and Autotask PSA Experience a plus
  • Excellent verbal and written communication skills and is comfortable working with clients at a business level to understand their current and historic issues regarding their business and technology

  • Possesses strong organizational and time-management skills 

  • Experience writing proposals for and implementation of technical solutions to fulfill business needs 

  • Results-oriented, self-motivated, energetic, professional, reliable, and a team player
  • Strong understanding of technology and business productivity systems

  • Experience with RMM (remote monitoring and management) tool a plus
  • Ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills

  • Sales training experience is a plus

  • Having worked in an MSP environment is a major plus.
Ideal Qualifications (not required)
  • CompTIA Net+ and/or CompTIA Security+ 

  • MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert)

  • CCNA or CCIE-Cisco certifications a real plus

Our client offers challenging work, career opportunities, a pleasant work environment, and ongoing training.

Numbers & Facts

LocationBrentwood, Tennessee

Skills

  • Anti-Virus Softwareunmatched
  • Business Solutionsunmatched
  • CCIE - Cisco Certified Internetwork Expertunmatched
  • CCNA - Cisco Certified Network Associateunmatched
  • Cloud Computingunmatched
  • Communication Skillsunmatched
  • CompTIA - Computing Technology Industry Associationunmatched
  • CompTIA Security+unmatched
  • Computer Workstationsunmatched
  • Cryptographyunmatched
  • Customer Relationsunmatched
  • Customer Support/Serviceunmatched
  • DHCP (Dynamic Host Configuration Protocol)unmatched
  • DNS (Domain Name System)unmatched
  • Diagnostics Solutions/Softwareunmatched
  • Equipment Maintenance/Repairunmatched
  • Establish Prioritiesunmatched
  • File Serverunmatched
  • File and Print Sharingunmatched
  • Firewallsunmatched
  • Help Deskunmatched
  • IPsec (IP Security)unmatched
  • Information Technology & Information Systemsunmatched
  • Internet Portalunmatched
  • Local Area Network (LAN)unmatched
  • MCITP - Microsoft Certified IT Professionalunmatched
  • MCSA - Microsoft Certified Systems Administratorunmatched
  • MCSE - Microsoft Certified Systems Engineerunmatched
  • Maintenance Servicesunmatched
  • Microsoft Active Directoryunmatched
  • Microsoft Exchange Serverunmatched
  • Microsoft Exchange Server 2003unmatched
  • Microsoft Exchange Server 2007unmatched
  • Microsoft Product Familyunmatched
  • Microsoft Windows 2003unmatched
  • Microsoft Windows 7unmatched
  • Microsoft Windows Serverunmatched
  • Multitaskingunmatched
  • Network Administration/Managementunmatched
  • Network Routersunmatched
  • Network Softwareunmatched
  • Network Switchingunmatched
  • Network System Hardwareunmatched
  • Operating Systemsunmatched
  • Organizational Skillsunmatched
  • Presentation/Verbal Skillsunmatched
  • Problem Solving Skillsunmatched
  • Proposal Writingunmatched
  • RMONunmatched
  • Salesunmatched
  • Sales/Support Engineering (SE)unmatched
  • Service Level Agreement (SLA)unmatched
  • Software Administrationunmatched
  • Software Installationunmatched
  • System Operationsunmatched
  • Systems Administration/Managementunmatched
  • TCP/IP (Transmission Control Protocol/Internet Protocol)unmatched
  • Team Playerunmatched
  • Technical Supportunmatched
  • Time Managementunmatched
  • Training/Teachingunmatched
  • VPN (Virtual Private Network)unmatched
  • Virusesunmatched
  • VoIP (Voice over IP)unmatched
  • Wide Area Network (WAN)unmatched
  • Windows Server 2008 R2unmatched
  • Writing Skillsunmatched

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