Tier 2 Support Technician

$45,760 - $54,080/Yr

Allied Business Solutions - Boise, ID

Full-time - Mid Level

Boise, ID

Professional, Scientific, and Technical Services

About the position

Allied Business Solutions is seeking an experienced Tier II Support Technician to join their service team in Boise, Idaho. The role focuses on delivering high-quality customer service while managing technical support issues that require advanced troubleshooting skills. The technician will be responsible for building a knowledge base, providing senior-level support, and ensuring efficient workflows within the team.

Responsibilities

• Build knowledge base by managing formulation of new documentation that describes technical fixes.
• Provide senior level technical support to end users for issues not resolved at Tier I.
• Triage, prioritize, manage, and report on help desk tickets / resolutions.
• Use various systems, software, and hardware tools to identify and diagnose device health status and problems.
• Ability to multi-task and quickly adapt to changing priorities.
• Collaborate with management to champion efficient workflows and processes.
• Perform other duties as assigned.

Requirements

• Minimum of 5+ years industry experience in networking.
• Detail oriented with outstanding sales and customer service skills.
• Dependable, trustworthy, and self-motivated.
• Complies with all IT policies, procedures, and security standards.
• Broad experience within technical areas such as infrastructure, network administration, and Operating Systems (MS Windows, etc.).
• Knowledge of network protocols, configurations, and understanding of LAN/WAN operations including VPN, VLANs, NAT, and Routing.
• Proficiency in Windows Workstation and Server operating systems, Active Directory, GPO, O365 administration, and HyperV.
• Proficiency in using MS Office Suite (PowerPoint, Word, Excel, and Outlook).
• Excellent communication skills (verbal, written, and presentation skills) and business acumen.
• Strong organization and problem-solving skills.
• Excellent time management skills, attention to detail, and adherence to company policies.

Nice-to-haves

• ConnectWise experience preferred.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance