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Helpdesk Support Level II

K2 Staffing
  • Brentwood, Tennessee
    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 Business
      Server 2003/2008/2012; Exchange Server 2003/2007/2010.
    • Work on WANs, LANs, TCP/IP, Firewalls, Routers, and
      Switches.
    • 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
    • Help Deskunmatched
    • IPsec (IP Security)unmatched
    • Information Technology & Information Systemsunmatched
    • Internet Portalunmatched
    • MCITP - Microsoft Certified IT Professionalunmatched
    • MCSA - Microsoft Certified Systems Administratorunmatched
    • MCSE - Microsoft Certified Systems Engineerunmatched
    • Maintenance Servicesunmatched
    • Microsoft Active Directoryunmatched
    • Microsoft Exchange Serverunmatched
    • Microsoft Product Familyunmatched
    • Microsoft Windows 2003unmatched
    • Microsoft Windows 7unmatched
    • Microsoft Windows Serverunmatched
    • Multitaskingunmatched
    • Network Administration/Managementunmatched
    • Network Softwareunmatched
    • 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
    • Small Businessunmatched
    • Software Administrationunmatched
    • Software Installationunmatched
    • System Operationsunmatched
    • Systems Administration/Managementunmatched
    • Team Playerunmatched
    • Technical Supportunmatched
    • Time Managementunmatched
    • Training/Teachingunmatched
    • VPN (Virtual Private Network)unmatched
    • Virusesunmatched
    • VoIP (Voice over IP)unmatched
    • Windows Server 2008 R2unmatched
    • Writing Skillsunmatched

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