Support Technician II

$55,000 - $70,000/Yr

CyraCom International - Tampa, FL

Full-time - Mid Level

Tampa, FL

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

As a Support Technician II at CyraCom, you will be the first point of contact for IT-related concerns for over 3000 internal users. Your role is crucial in providing superior customer service and ensuring that user issues are resolved efficiently. You will also engage in project work, mentor junior team members, and advocate for continuous improvement in IT systems based on user feedback.

Responsibilities

• Serve as an escalation path for complex troubleshooting requests.
• Identify inefficient process flows and implement improvement plans.
• Promote individual and team growth through knowledge transfer and training.
• Advocate for continuous improvement of IT systems based on user feedback.
• Sustain and grow knowledge of IT systems including servers, networking, applications, and development.
• Assist and perform duties assigned to junior team members.
• Collaborate with IT resources, Project Managers, Sales, Marketing, and Operations.
• Occasionally work nights and weekends to support the business needs.
• Travel to various call centers in the US for collaboration and support.

Requirements

• High School diploma, GED, or equivalent with some post-secondary education.
• 2-4 years of related experience in IT support.
• Experience with Windows 10 and 11, Mac OS, O365/M365, Active Directory, Azure, and Intune Administration.
• Enhanced knowledge of desktop and laptop hardware diagnosis and repair.
• Knowledge of Cisco IP desk phones and telepresence units.
• Understanding of the OSI model and fundamental network troubleshooting techniques.
• Experience with hard drive imaging, network file shares, and audio/video configuration for collaboration clients.
• Native or professional English fluency.

Nice-to-haves

• Microsoft MTA Certificate
• Microsoft MOS Certification
• CompTIA A+ Certificate
• ITIL v3 Foundations Certificate
• CompTIA Net+ Certificate
• Citrix Certified Associate - Virtualization
• Knowledge of current Cisco collaboration technologies
• Knowledge of PowerShell

Benefits

• Medical insurance
• Rx coverage
• Dental insurance
• Vision insurance
• Life insurance
• AD&D insurance
• Disability insurance
• 401(k) plan
• Paid Time Off
• Employee Assistance Program
• Employee Referral Program
• Tuition Reimbursement
• Professional development opportunities