• Level 2 Tech / Escalated Support

    Job Locations US-NJ-Bloomfield
    Job ID
    2018-1136
    Category
    Information Technology
  • Overview

    The Level 2 Technician is responsible for providing remote service and support needs for Atlantic’s Managed IT customer base.   This relates to all technology at their locations, including workstations, servers, printers, networking equipment, and vendor-specific hardware and software. The role also carriers project implementation responsibilities with regards to server builds and VMWare deployments.                      

    Responsibilities

    • IT support relating to technical issues involving Microsoft's core business applications
    • Support services for Microsoft related technologies:  Windows 7, Windows 10, Windows Server, Exchange, SQL, SharePoint, etc.
    • Ability to configure and troubleshoot network equipment including routers, switches and firewalls.
    • Provisioning and installation of hardware and software as they relate to user workstations, servers, and other IT based appliances, etc.
    • Remote access solution implementation and support: VPN, Terminal Services, and Citrix
    • Working knowledge of VMware – ability to provision and troubleshoot
    • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
    • Improve customer service, perception, and satisfaction
    • Ability to work in a team and communicate effectively
    • Escalate service issues that cannot be completed within agreed service levels
    • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
    • Understand processes in ConnectWise by completing assigned training materials
    • Enter all work as service tickets into ConnectWise
    • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

    Qualifications

    • A+, Network+, Server+ certification or equivalent preferred.
    • VMware, networking, and firewall knowledge.
    • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
    • Problem solving, troubleshooting and diagnosis skills of technical issues
    • Ability to multi-task and adapt to changes quickly, including re-prioritizing assignments.
    • Technical awareness: ability to match resources to technical issues appropriately
    • Service awareness of all organization’s key IT services for which support is being provided
    • Understanding of support tools, techniques, and how technology is used to provide IT services
    • Self-motivated with the ability to work in a fast moving environment

    Atlantic, Tomorrow's Office offers a very attractive compensation package which includes:

    • Excellent Pay
    • Benefits package (incl. medical, dental, life insurance)
    • 401(k) plan
    • Excellent holiday/vacation plans

    PM18

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