Three to five years of experience in a similar role.
A relevant-field bachelor's degree or college diploma is preferred.
Managed Services Provider experience is a plus.
CompTIA Network+ certification or equivalent experience.
Strong customer-focused communication skills.
Technical, diagnostic, and troubleshooting skills.
Interpersonal skills, including communication, mentoring, coaching, and the ability to interact with colleagues at all levels.
Motivation, a positive outlook, and ability to work in a computerized environment using Microsoft Office, specifically Word and Excel.
Ability to work with minimal supervision and collaborate as a team member.
Good understanding of networking, including switches, routers, servers, cables, racks, firewalls, local area networks, wide area networks, TCP/IP, DNS, latency, VoIP, and QoS.
Valid, clear driver's license and access to a reliable vehicle or other transportation as required.
Ability to participate in an after-hours on-call rotation.
Responsibilities
Provide on-site and remote end-user support focused on client satisfaction, quality customer service, and technical expertise.
Provide Windows and Mac support; provision new users in applications and hardware; troubleshoot network connectivity; install operating systems and applications; and perform system imaging and migration.
Perform mid-level network diagnostics and repairs under the direction and supervision of senior technicians.
Assist with proactive monitoring of client backup and data recovery operations.
Document all work performed professionally and submit accurate daily timecards.
Provide escalation support and mentoring to the Technical Support Team, and communicate and follow new procedures, policies, and goals.
Delegate tasks and achieve daily, weekly, and monthly goals.
Monitor call and ticket queues, assist with daily goals, and conduct quality control to reduce errors and improve procedures.
Establish, recommend, and implement policies to ensure quality, timely, and efficient design of customer-oriented services.
Create, maintain, and improve Autotask checklists and templates and IT Glue documentation.
Audit customer accounts for accuracy.
Handle escalated customer issues.
Analyze existing operations and schedule training sessions and meetings to discuss improvements.
Update work schedules and perform troubleshooting as required.
Motivate staff and create an environment where they can ask questions and voice concerns.
Manage and participate in the on-call schedule.
Desired Qualifications
Managed Services Provider experience.
CAL IT Group is a growing full-service Managed Services Provider (MSP) currently seeking a Technical Support Specialist, Level II.
You will install, upgrade and troubleshoot hardware and software systems. If you’re computer-savvy, enjoy supporting end users, and looking to learn new technologies in a fast-paced environment, we’d like to meet you! To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions and be able to communicate clearly both verbally and written. You should be familiar with remote troubleshooting techniques. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction. This is a great opportunity to expand your IT knowledge with a fast-growing IT Service Provider!
Responsibilities: -Provide on-site and remote end user support with focus on client satisfaction, quality customer service, technical expertise -Provides Windows and MAC Support, provisioning new users in both application and hardware, troubleshooting network connectivity issues, installing operating systems, installing applications, system imaging and system migration -Perform mid-level network diagnostics and repairs as directed and under the supervision of senior level technicians -Assist with regular proactive monitoring of client backup / data recovery operations -Professionally document all work performed and submit accurate timecards on a daily basis -Providing escalation support and mentoring the Technical Support Team, communicating and adhering to new procedures, policies and goals -Delegating tasks and achieving daily, weekly, and monthly goals -Monitoring call and ticket queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures -Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer oriented services -Creating, maintaining, and improving Autotask checklists/templates and IT Glue Documentation -Auditing customer accounts to ensure accuracy of information -Handling escalated issues from customers -Analyzing existing operations and scheduling training sessions and meetings to discuss improvements -Updating work schedules and performing troubleshooting as required -Motivating staff and creating a space where they can ask questions and voice their concerns -Managing and participating in the on-call schedule
Requirements: -3-5 Years’ Experience in a similar role -Bachelor Degree or College Diploma in a relevant field preferred -MSP experience a plus -CompTIA Network+ (or similar) certification or equivalent experience -Excellent communication skills with a strong customer focus -Excellent technical, diagnostic, and troubleshooting skills -Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels -Dynamic, energetic, motivated, positive outlook Skilled in a computerized work environment utilizing Microsoft Office, specifically Word and Excel -Ability to work with minimal supervision Team player with good interpersonal skills -Good understanding of Networking including Switches, Routers, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, Latency, VoIP, QoS -Possess valid and clear drivers’ license and have access to a good working car and/or other form of reliable transportation as required -Ability to participate in after hours on-call rotation
Compensation/Benefits: -Ten paid holidays per year -Paid time off -Paid Sick time -401(k) with matching -Health insurance -Dental insurance -Vision insurance -Volunteer time off -Casual work environment -Cell phone reimbursement -Professional development assistance -Referral program