IT Technical Support Specialist Tier 2
IT Technical Support Specialist Tier 2
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Job Description
Job Title: IT Technical Support Specialist II
Location: Lehi Utah
Job Description: We are seeking an IT Technical Support Specialist Tier II to join our team in Lehi Utah. The ideal candidate will possess experience technical skills in call center solutions/VoIP technologies networking concepts hardware and software troubleshooting customer service and working in a team environment. This is an in-office position.
Responsibilities:
1. Tier II will primarily be focused on providing Tier 1 with support for end users throughout the enterprise by analyzing troubleshooting and resolving basic through high-level technical issues (software hardware and network processes) using a logical and systematic approach. You will also assist Tier 1 support staff by fielding an overflow of all tech support inquiries.
2. Troubleshoot or build out IVR Scripts and other call center solution components.
3. Deploy infrastructure or larger scale technology solutions. This can include developing the solutons.
4. Monitor and respond to system alerts and notifications to identify and resolve potential issues.
5. Perform installation troubleshooting and support for desktop and laptop computers. OSes include Windows 11 macOS and Linux.
6. Perform preventative maintenance including patching checking and maintenance of workstations printers and peripherals.
7. Develop how-to documentation for frequently asked questions.
8. Provide overnight on-call every according to a schedule. This will include being the person that the primary on-call agent can escalate to as needed.
Requirements:
1. Three or more years of experience in IT systems or network administration. Equivalent experience may be considered in lieu of formal education.
2. Personable and effective customer service attitude with advanced listening skills.
3. Strong interpersonal skills and ability to work effectively in a team environment.
4. Familiarity with networking concepts including IP subnetting VLAN and DNS.
5. Effective communication skills both verbal and written with the ability to communicate with individuals at all levels of the organization.
6. Experience with Microsoft Office 365 suite MS Azure and MS Active Directory Domain Services.
7. Knowledgeable in LAN WLAN VLAN TCP/IP DHCP DNS protocols and VPN network technologies
8. Knowledge of call center solutions backends. IVRs dialing logic CRM integrations. CXone Microsoft Teams and Five9 are currently in use in varying capacities.
9. Knowledge of Salesforce CRM. User administration error troubleshooting.
If you are looking for an exciting opportunity to further develop your skills in IT technical Support we encourage you to apply for this position.
SafeStreets values the safety of our employees and customers. That is why we are committed to providing personal protective equipment (PPE) or stipends to our technicians to further ensure their safety.
This job entails meeting certain physical requirements including the ability to work above head level carry loads of 30-50 pounds (such as equipment boxes and ladders) operate power tools and navigate confined spaces like attics and crawl spaces.
Safe Streets is an equal opportunity employer. All aspects of employment including the decision to hire promote discipline or terminate will be based on merit competence performance and business needs. Safe Streets does not discriminate on the basis of race color religion sex (including pregnancy and gender identity) marital status age national origin sexual orientation disability genetic information military service or any other status protected under federal state or local law.
Applicants have rights under Federal Employment Laws.
FMLA - - Experience:
Unclear Seniority
Employment Type
Full-Time
