Tier II Network Support

Confidential - Gainesville, FL

Full-time - Mid Level

Gainesville, FL

About the position

As a Tier II Network Support technician, you will provide advanced technical assistance and support to clients, acting as an escalation point for the Tier I Support team. This role requires a self-starter who can thrive in a laid-back team environment while managing complex technical issues and ensuring high-quality service delivery.

Responsibilities

• Receive & respond to escalated service requests, incidents, and change requests in a timely manner
• Maintain accountability to lower tier technical team members to assist with escalations that stretch beyond the tier 1 scope of support
• Train and educate clients on technical standards
• Troubleshoot and resolve issues with customer line-of-business (LOB) applications and common applications like web browsers and Microsoft Office
• Address general network connectivity issues including ISP
• Manage common networking technologies such as DHCP and DNS
• Ensure wireless network performance and accessibility
• Handle firewalls, switches, and routers
• Support remote access technologies including VPN, RDS, and Citrix
• Assist with operating systems on servers, desktops, and laptops
• Complete technical administrative tasks such as virus/malware removal and virtual server resource management
• Identify recurring issues and initiate problem tickets for them
• Make recommendations for improvements of supported hardware and software
• Engage vendors, 3rd parties, and client subject matter experts (SME) as needed during the troubleshooting process
• Maintain accurate and real-time timesheets, record complete and accurate notes of troubleshooting and communication with clients
• Receive mentoring and feedback from Tier III leadership
• Escalate complicated issues to Tier III or other appropriate teams when necessary
• Review tickets with Team Lead
• Create and update documentation when changes occur or discoveries are made
• Educate users on process, hardware, and software
• Answer incoming Service Desk phone calls and chats
• Participate in the on-call rotation (1 week every 3-4 months)
• Perform additional duties as required

Requirements

• 3+ years relevant technical experience is required
• Strong knowledge of current IT concepts, issues, practices, methodologies, and trends
• Good problem solving and decision-making skills; ability to understand and analyze complex issues
• Self-motivated, detail-oriented, highly organized and able to handle a variety of tasks and responsibilities efficiently
• At least 5 years relevant IT experience fully supporting and building customer environments
• At least 5 years experience managing & working with Windows Server, Microsoft/Office 365, Active Directory, GPOs, Routing and Switching, Firewalls, VPNs, Virus and Security, TCP/IP, DHCP, DNS
• At least 3 years experience with virtualization technologies: Hyper-V, VMWare

Nice-to-haves

• CCNA, VMware, or Microsoft 365/Azure certifications highly desired

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Profit sharing
• Vision insurance