Job Description

eTop Technology is seeking candidates to fill an open position as a Tier 2 Network Technician. This is NOT a tier 1 or entry level position as you will be the point of escalation for other members of your team including, but not limited to, tier 1 staff. We are looking for strong candidates who show a desire to set themselves apart from others and show a strong worth ethic with care for the quality of work they are performing. Our ideal candidate would be one who works as a member of a team, is willing to train lower level or less-experience technical staff and enjoys working with customers. Ability to communicate professionally, effectively and clearly is a requirement for this position.

DUTIES AND RESPONSIBILITIES

• Perform day-to-day network, server and storage level troubleshooting and issues resolution.
• Support and maintain internal systems.
• Serve as a subject matter expect and go-to for tier 1 technical staff.
• Provide Tier 2 technical support via phone, email, remote and on-site support for hardware/software products.
• Provide timely communication and resolution of issues.
• Work with vendors to configure specialized vertical-specific applications unique to customer's environment .
• Assist with project implementations remotely and onsite
• Use the company systems to document, track and monitor user issues to ensure they are resolved in a timely fashion.
• Continuously observe equipment operation and report deviations or malfunctions.
• Assist in maintaining records to supplement logs, including problem documentation actions taken, quick reference guides and similar data.
• Present a well-groomed appearance and professional manner at all times in accordance with the company dress code

KNOWLEDGE AND ABILITIES REQUIRED

• Bachelor’s Degree in Computer Science or a related discipline or commensurate on the job experience
• MCSA/MCSE and/or CCNA preferred, not required.
• Three or more years’ experience in technical support in a professional setting.
• Preferred: One or more years of experience services as an escalation point or as a tier 2 technician
• Able to delegate service requests to team members under pressure or during periods of heavy service request load
• Resourcefulness of undocumented issues using search engines such as Google, and to update documentation system as required
• Detail oriented; able to take detailed notes, communications, and problem resolution steps
• Observant; able to see and take action on observed issues with customer environments, as well as see opportunities for upgrades/replacements
• Willingness and eagerness to learn quickly

ESSENTIAL SKILLS AND REQUIREMENTS

• Excellent troubleshooting skills.
• Excellent knowledge of Microsoft networks including the administration and management of the following: Server 2008 or newer, Active Directory, Group Policy/Group Policy Preferences, IIS, Print Management
• SQL Experience or knowledge is preferred but not mandatory
• Experience configuring, troubleshooting and maintaining network switching infrastructure
• Experience configuring, troubleshooting and maintaining wireless network infrastructure
• Experience Configuring, troubleshooting and maintaining Exchange and/or Office 365.
• Experience configured and troubleshooting Firewall and NAT related policies and issues.
• Experience preferred with RDS (Remote Desktop Services) and Citrix
• Experience with Microsoft Hyper-V or VMware
• Proficient in Microsoft Windows 7/8/10, Mac OS and Microsoft Office
• Excellent Customer Service skills and etiquette including both verbal and written communication
• Self Started with demonstrated ability and desire to learn and promote
• Strong work ethic and a dedication and desire to deliver quality service and solutions.

NICE TO HAVE, BUT NOT REQUIRED

• Experience with working in Automate RMM or similar RMM platform
• Experience with working in ConnectWise PSA or similar ticketing system

TRAVEL REQUIREMENTS

• Valid driver's license, reliable transportation and current insurance
• Occasional on-call responsibilities - remote and onsite

Once you apply via ZipRecruiter, we will email you further instructions to complete your application, candidates who follow these instructions are more likely to be considered.

Company Description

Our team members work hard and we appreciate every one of them! We are actively growing and improving to create a better work environment for our team and better customer service for our clients. We are aggressively improving our processes and procedures, offering training to our employees, and improving how we do what we do. We have a culture for learning, growth, and excellence.