- Investigate and resolve escalated technical issues efficiently and accurately, ensuring minimal disruption to operations.
- Provide technical guidance and support to Tier 1 technicians and end-users, assisting with problem-solving and escalating issues as needed.
- Perform regular maintenance tasks such as updates, patches, and system optimizations to ensure optimal performance and security of IT systems.
- Maintain accurate records of technical issues, solutions, and troubleshooting procedures.
- Conduct in-depth analysis of recurring technical issues to identify underlying causes and implement preventive measures to minimize future occurrences.
- Collaborate with other IT teams, including network engineers, system administrators, and developers, to resolve complex technical challenges and implement improvements.
- Stay updated on emerging technologies and industry best practices. Share knowledge and expertise with colleagues through training sessions and documentation to enhance the overall technical competency of the team.
- Maintain a customer-centric approach when dealing with end-users, ensuring timely and effective communication throughout the problem resolution process.
- Assist in the planning, implementation, and maintenance of IT projects, providing technical expertise and support as required.
- Adhere to company policies, procedures, and regulatory requirements related to IT operations, security, and data privacy.
- Technician with 5 or more years of experience.
- Knowledge and experience with Azure Environments.
- Knowledge and experience with Networking Infrastructure (Fortinet experience preferred).
- Comprehensive understanding of IT Systems (hardware, software, etc).
- Ability to self-manage time and communicate priorities with dispatch.
- Proficiency in diagnostic tools and techniques for identifying and resolving technical problems.
- Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical audiences.
- Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
- Certifications such as CompTIA A+, Network+, or Azure Data Engineer (DP-203), Azure Network Engineer (AZ-700), Azure Administrator (AZ-104) are desirable but not mandatory.
- Previous work experience in MSP environment preferred.
- A solid work ethic – Showing up, doing what you said you would do when you said you would.
- Follow up and Follow through – Seeing tasks to completion
- Communication skills – You must be able to explain complex technical items in a simple and plain fashion
- A sense of calm – You must be able to deal with upset people in a face-to-face situation. We are often the person they see during a "bad day"
- Honesty and integrity
- A positive attitude – We can't train this You must be friendly to succeed in this role
- Adaptable – Must be able to learn and support new and quickly-changing technologies.
- Ability to use a keyboard to enter and retrieve data.
- Must have good eyesight to view a computer monitor and phone.
- Lifting and/or carrying 15-30 lbs. or more and pushing and pulling carts when necessary.
- Must have reliable transportation.
- Company-paid Health, Dental, Vision, and Life insurance
- 401(K) with company match
- PTO
- Company-sponsored excursions
- Weekly company lunch
- Coffee, energy drinks, and snacks supplied
- Yearly training budget
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Level 2 Rockstar Technical Support Specialist - Baton Rouge, United States - Immense Networks
Description
Job Description
Job DescriptionLooking for a job that is both challenging and rewarding? Immense Networks, LLC is seeking a skilled Level 2 Technician to join our Support Services team. The primary responsibility of this role is to provide advanced technical support and troubleshooting for complex issues escalated from Tier 1 support personnel. You will be tasked with resolving technical problems related to hardware, software, network infrastructure, and various IT systems. This role requires a deep understanding of IT systems and the ability to effectively communicate technical solutions to both technical and non-technical clients.
Job Responsibilities:
Qualifications:
Credentials and Experience:
Communication Skills
This position requires appropriately handling confidential information. Customer interactions must be handled with diplomacy and tact. Individuals must be able to gauge the client's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.
Other Skills and Abilities
Physical Demands/Work Environment
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Benefits
