Level 2 IT Managed Services Field Technician

Solace It Solutions - Kernersville, NC

Full-time - Mid Level

Hybrid - Kernersville, NC

Professional, Scientific, and Technical Services

About the position

The Level 2 IT Managed Services Field Technician at Solace IT Solutions is responsible for providing both on-site and remote technical support to clients. This role involves installing, modifying, and repairing computer hardware and software systems, managing help desk tickets, and ensuring the smooth operation of clients' IT systems. The technician will also participate in various projects and be part of a rotating on-call schedule for after-hours support.

Responsibilities

• Manage and resolve remote help desk tickets in a timely and efficient manner
• Manage/troubleshoot Microsoft Office 365
• Work with third party software programs/vendors to troubleshoot issues
• Load appropriate software packages such as operating systems, networking components, office applications and line of business apps
• Provide onsite technical support by performing installation, repair, and preventative maintenance of workstations and related software/hardware
• Install hardware such as monitors, keyboards, printers, and disk drives
• Setup/troubleshoot network devices, including but not limited to, iPads, scanners, AP's, label maker and printers
• Manage basic IP based phone systems
• Manage AD, network share and NTFS permissions
• Coordinate with clients and client coordinator for onsite scheduling
• Keep track of time entries on tickets with accurate records of client interactions and documentation for all work performed
• Ensure equipment used at customer's site is properly noted in ticket to be billed
• Provide updates, status, and completion information to manager and/or users
• Follow all checklists that are applicable for a ticket/circumstance
• Maintain confidentiality with regards to the information being processed, stored, or accessed by the end-users on the network.

Requirements

• Experience with Windows Server 2008, 2012, 2016, and 2019
• Experience with Windows 7, 8, 8.1, 10 and 11
• Knowledge of Microsoft Office 365 Administration
• Familiarity with Autotask PSA and Datto RMM
• Experience with Cisco Meraki Firewall, Switches and Access Points
• Understanding of DHCP Administration from Network devices
• Knowledge of traffic flow concepts from end users to the public internet
• Ability to perform physical tasks such as standing, walking, bending, kneeling, and climbing.

Nice-to-haves

• Experience with AVG Secure Cloud
• Familiarity with Microsoft SQL
• Knowledge of Ubiquity and Netgear switches
• Experience with Fortinet Networking Technologies.

Benefits

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