ORGANIZATION OVERVIEW
CHEAPER THAN A GEEK revolutionizes the managed IT provider industry by providing customer centric service to the under-served small business community. CTAG delivers enterprise scale IT continuity and security services scaled perfectly for small businesses to maximize our client's up-time and efficiency while minimizing threats. Through this commitment to a very high level of service serving the small business community, CTAG continues to win more awards for customer service than all the other IT providers in the state of Maryland.
As an innovative IT provider from the ground up, everything we do is with the customer experience in mind. From answering our phone calls with a LIVE human in an average of 18 seconds, to a follow up call afterwards to ensure everything is still meeting with your approval, and everything in between; we make sure you are happy!
JOB DESCRIPTION
The Tier 2 Technical Nerd is responsible for providing technical support to end users in a desktop, server and infrastructure environment. Strong analytical, planning, organizing and problem-solving skills are needed to be successful in this position. The ability to support the installation and maintenance of client PC/Server hardware and software with the ability to perform network deployments is required.
The Tier 2 Technical Nerd reports to the Chief Nerd and installs, maintains, and upgrades hardware and software of an entire organization’s computer systems. Additionally, the Tier 2 Technical Nerd also supports servers and networking equipment in that environment while working under general supervision. When necessary, they escalate problems by following proper policies and procedures and act as an intermediary between clients and the organization’s support staff. The proper documentation of problems and troubleshooting precisely and punctually is vital for the continued success of operations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Identify, prioritize and resolve reported problems including data, account administration, desktop hardware/software, including application issues.
Responsible for maintaining and deploying systems via automated methods.
Research, resolve, and respond to end-user issues/problems received via email, telephone, or escalations, and provide support on desktop systems.
Document, maintain, upgrade and replace hardware and software systems.
Maintain, analyze, troubleshoot and repairs computer systems, hardware and peripherals.
Provides end user training where required.
Ability to shift between projects/tasks to keep up with workload.
Assist with Tier 1 support as needed.
All other duties as assigned
REQUIRED QUALIFICATIONS
3-5 years of technical support experience for small to mid-sized companies' IT infrastructures (50-100 users)
Hold a current CompTIA Network+, Security+, or Server+ Certification
Strong understanding of Windows operating systems and applications in a domain environment, including Windows 10 and Server 2019, as well as Microsoft Office suites
Database Administration
Working knowledge of virtualization technologies
Managing Active Directory, Exchange, and server environments
Implementing and maintaining cybersecurity best practices
Familiarity with Blackberry, IOS, mobile operating systems
Firewall, VOIP and VPN configurations
Ability to effectively configure, support, and troubleshoot connection settings for
Microsoft Outlook users in an Exchange environment
Peripherals setup & support such as printers, scanners, etc.
PREFERRED QUALIFICATIONS
Strong communication/people skills
Teamwork attitude
Decision making, analytical and problem-solving skills
Effective verbal, written, presentation and listening communication skills
Stress management skills
Time management skills
Personal Attributes- Tier 2 Technical Nerds must demonstrate the following personal attributes:
Be honest and trustworthy
Present a positive, professional image
Be respectful
Possess cultural awareness and sensitivity
Highly self-motivated and directed, with attention to detail
Be flexible
Demonstrate sound work ethics
Physical Demands- Tier 2 Technical Nerds will have to spend time sitting and using office equipment and computers. Tier 2 Technical Nerd’s will also have to do some lifting of computer equipment, supplies and materials.
Environmental Conditions- Tier 2 Technical Nerds may have to manage several client requests and projects at one time and may be interrupted frequently to meet the needs and requests of clients and completion of projects. Excellent time management skills and prioritization is needed to ensure successful completion of required tasks.
Sensory and Mental Demands- Sensory demands include use of the computer, which may cause eyestrain and occasional headaches. The office may be noisy and busy making it difficult to concentrate. The Tier 2 Technical Nerd deals with a very stressful and demanding environment as many of the clients are frustrated and require immediate services.
DETAILS
This role will be in person.
Company provided a vehicle and fuel during office hours.
BENEFITS
Paid time off for holidays, additional PTO upon anniversary
The above job descriptions are intended to describe the general nature and level of work being performed by the Tier 2 Technical Nerds. They are not intended to be an exhaustive list of all responsibilities and activities required of the position.
COMPENSATION
\- Salary: $20-$28/hr for Tier 2 tech.