Level 2 Technical Support

$65,000 - $70,000/Yr

Connect Outbound - Pompano Beach, FL

Full-time - Mid Level

Pompano Beach, FL

About the position

The Level 2 Technical Support role is focused on providing advanced technical assistance and troubleshooting for critical systems, end-user devices, network technologies, and telephony services. The position requires a strong background in IT support, particularly with Microsoft 365 Administration and Windows environments, and involves both direct customer interaction and internal project support.

Responsibilities

• Contributing to a workplace culture consistent with mission, vision, and values
• Displaying strong inter-personal and communication skills to client satisfaction
• Being a technical resource for internal and external projects
• Evaluating and ensuring completed work meets quality standards
• Building and modifying systems to meet project and user requirements
• Deploying, engineering, and optimizing enterprise class, technology-based systems
• Providing premier technical assistance and consulting to valued customers
• Analyzing, designing, and documenting server disaster recovery and fail-over technical solutions
• Troubleshooting system and network issues through root-cause analysis and implementing solutions
• Demonstrating high emotional intelligence (EQ) while interacting with customers and peers
• Analyzing business processes and services to determine how people, processes, data, communications, and technology can best meet requirements
• Attending and facilitating technical design reviews and technical briefings
• Assuming other duties and projects as they arise
• Responding to escalated internal trouble ticket system requests and accurately documenting the path to resolution
• Providing after-hours on-call support as part of a scheduled rotation with other team members.

Requirements

• 5+ years of hands-on experience in helpdesk or IT support
• Current CompTIA A+, Microsoft MS-900 certification required
• Valid Florida Drivers License
• Self-motivated, able to make independent choices, free from immediate direction or supervision
• Strong written and verbal communication skills
• Experience in providing first line IT support
• Able to work evening and weekend if required.

Nice-to-haves

• 2+ years of MSP experience
• CompTIA Net+ or equivalent, CompTIA Security+ or equivalent, CompTIA Server+ or equivalent, Microsoft AZ-900 or equivalent, WatchGuard Security Essentials, Zultys Certified Systems Expert, Nerdio NMM-100, CJIS certifications or the ability to obtain these certifications within an allotted time frame
• Server administration including Windows Server 2008 R2, 2012, 2012 R2, 2016, and 2019 and Hypervisor
• Familiarity of appropriate server OS-level tools, such as Active Directory, Group Policy, DNS, DHCP, including the creation/deletion of user accounts, devices, and policies
• Knowledge of applying patches and updates for Windows servers and clients
• Knowledge of managing and troubleshooting network switches, routers, access points and other network devices
• Administered and supported security firewalls such as WatchGuard
• Administration of on-premise and/or cloud-hosted PBX systems
• Strong knowledge of Windows end-user operating systems including Windows 7, 8, 10, and 11 Professional
• Experience resolving network and stand-alone printer issues
• Office 365 Tenant administration (Licensing, Azure, ADFS, Active Directory Premium)
• Office 365 monitoring service health, and management of service requests
• Knowledge of redundancy strategies and disaster recovery contingency planning
• Mentor and cross-train IT staff and provide guidance in day-to-day operations
• Ability to explore and analyze new technologies and make recommendations to supervisor.

Benefits

• Competitive salary range of $65,000 - $70,000 per year
• Full-time employment with a structured 8-hour shift
• Opportunities for additional training in relevant technologies
• Supportive work environment focused on professional development