IT Technician Level 2

$50,000 - $70,000/Yr

Northeast It Systems - West Springfield, MA

Full-time - Entry Level

Remote - West Springfield, MA

Professional, Scientific, and Technical Services

About the position

Northeast IT Systems, Inc. is seeking a full-time Network Technician Level 2 to provide exceptional remote support services for our clients. This entry to mid-level position offers opportunities for growth within the company and requires a detail-oriented team member with strong customer service skills. The role involves troubleshooting, documenting resolutions, and maintaining customer documentation while working in a fast-paced environment.

Responsibilities

• Provide remote troubleshooting for support requests and document resolutions or escalate as needed.
• Enter accurate & detailed notes related to troubleshooting and resolutions in customer support tickets.
• Maintain & update customer documentation.
• Advise customers of products & services offered by the company.
• Provide escalation assistance to Level 1 team members.
• Train other team members in areas of expertise.
• Provide positive or constructive feedback and coaching to other team members when necessary.
• Perform post-resolution follow-ups to ensure client satisfaction.
• Perform other related duties consistent with the scope and intent of the position.

Requirements

• High school diploma or GED required; B.S. in Computer Management or related field preferred.
• 2 years of Technical Support/HelpDesk experience required.
• 2 years of Customer Service experience required.
• Advanced knowledge of computer and server hardware, software, and operating systems (Windows Desktop OS, Windows Server OS & MacOS).
• Strong understanding of LAN/WAN, DNS, and other common protocols.

Nice-to-haves

• Experience with ticketing systems, such as ConnectWise Manage.
• Experience with remote control technologies, such as ConnectWise Control.
• Previous experience in an MSP environment.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid holidays
• Paid time off
• Career advancement, training, certifications & tuition reimbursement
• Workplace perks such as food, coffee and company outings.