Level II Technician

Spinen is a client-focused Managed Services Provider that has been serving Middle Georgia and surrounding areas for 25 years and counting. We are an innovative MSP seeking proactive passionate people who love serving clients. Our primary goal is to always provide superlative customer service. As Spinen continues to grow we are looking for a Level II Technician.

The Ideal candidate will be someone that thrives on intellectual curiosity and is motivated by serving others. This person should have an advanced understanding and demonstrated proficiency with computer software hardware and associated equipment.

The Level II Tech provides technical support for client and internal needs acts as a mentor to new technicians and works with the Customer Success Team to be a liaison between the organization and our clients.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Consistently achieve customer services goals including SLA adherence customer satisfaction feedback and response/resolution time
• Communicate with external vendors and support personnel to resolve faults rapidly
• Monitor RMM system alerts and notifications and respond accordingly
• Work with team leads and solution architects to develop solutions for client needs and escalate as necessary
• Maintain complete documentation in the Spinens help desk system including diagnosis and resolution
• Complete pre-configuration and onsite deployment of advanced networking and server equipment and cloud-hosted services requiring higher-level expertise
• Participate as a Level II escalation/backup in a 24x7 on-call rotation to support managed services clients
• Assist in maintaining Spinens internal infrastructure including user management hardware replacements/maintenance advanced RMM maintenance etc.
• Performs other related duties assigned

Required Skills/Abilities:

• Excellent Written and Verbal Communication
• Ability to patiently explain technical material to less technical proficient users
• Organized with attention to detail
• Proficient in Microsoft Office Suite
• Ability to work independently and as a member of the IT team
• Expert skills in Windows Professional 8/10/11 and desktop administration
• Proficient skills in server administration network device management and cloud business applications (ex Microsoft 365)
• Knowledge of basic technical support at the network level: WAN and LAN connectivity wireless access points routers/firewalls and security
• Familiarity with Windows Server 2012 R2/2016/2019 including Active Directory for user management DNS DHCP file/print sharing and familiarity with Group Policy
• Working knowledge and experience with Virtual Private Networking (VPN) and Microsoft Remote Desktop
• Experience with desktop or server virtualization

Required Experience:

• At least 3 years in a full-time professional technical support position for a company focusing on IT support for SMBs (5-250 user networks)

Preferred Education and Experience:

• Certifications in CompTIA A Microsoft MCP MCSA or MSSE SonicWall CSSA Cisco CCNA and VMware VCP
• Familiarity with ConnectWise or another type of help desk or ticketing tools
• Familiarity with N-Able
• Experience with Terminal Services VMware and LAN/WAN components
• Familiarity with Cisco equipment (including switches firewalls and routers)
• Experience with VMware AWS/Azure Cloud technologies and Office365

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 50 pounds at times
• Must be able to travel to offsite assignments to include but not limited to:
  • Middle Georgia
  • Areas 2-4 hours away
  • Occasionally out of State