L2 IT Support Specialist

$40,000 - $50,000/Yr

New Charter Technologies - Ann Arbor, MI

Full-time - Entry Level

Ann Arbor, MI

About the position

The L2 IT Support Specialist at New Charter Technologies is responsible for providing on-site technical support to clients, ensuring efficient troubleshooting and problem resolution. This role emphasizes customer service, technical expertise, and collaboration with team members to meet service level agreements (SLAs).

Responsibilities

• Visit client locations to provide friendly and efficient technical support.
• Answer incoming tickets with enthusiasm and excellent listening skills.
• Manage the receiving and delivering of new hardware as needed.
• Follow documented processes for managing tickets, including answering calls and escalating appropriately.
• Apply technical skills to support servers, workstations, networking, and software applications.
• Add detailed notes to every ticket for all time worked and resolutions identified.
• Identify ticket trends and suggest process and documentation improvements.

Requirements

• 2+ years of demonstrated technical support experience.
• Understanding of Windows 10 and Windows Server 2016+.
• Experience with Microsoft Office 365 and networking, including VPNs and VLANs.
• Knowledge of wireless services and cloud services such as Azure and AWS.
• Experience with a professional ticketing system.
• Excellent communication, interpersonal, and analytical skills.
• Ability to work under pressure while maintaining a positive attitude.
• Degree from an accredited university or equivalent experience.

Nice-to-haves

• 2+ years of demonstrated account management experience with a technology company.
• 2+ years of Managed Service Provider (MSP) experience.
• Knowledge of IT infrastructure, managed services, and cybersecurity.

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance