Support Technician Tier 2/3 in Tyler, TX at HumCap Recruiting

Date Posted: 2/9/2021

Job Snapshot

Job Description


The Technical Support Specialist Tier 2/3 is a strategic technical position within the organization. This position is responsible for maintaining the design and integrity of customer’s software systems, coordinating complex projects, and implementing software solutions. Basic Functions:IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, VMware, Office 365, and Azure.Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.Engineer and implement system solutions for customers using technologies that meet their needs.Implement and support disaster recovery solutions.Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.Remote access solution implementation and support: VPN, Terminal Services, and Citrix.System documentation and consulting services to include system reviews and recommendations.Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages. Additional Responsibilities: Improve customer service, perception, and satisfaction.Ability to work in a team and communicate effectively.Escalate service or project issues that cannot be completed within agreed service levels.Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.Document internal processes and procedures related to duties and responsibilities.Responsible for entering time and expenses in ConnectWise as they occur.Understand processes in ConnectWise by completing assigned training in ConnectWise University.Work through project tickets and phases in ConnectWise as assigned by a Project Manager.Enter all work as service or project tickets in ConnectWise. 

Requirements: Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.Diagnosis skills of technical issues.Ability to multi-task and adapt to changes quickly.Technical awareness: ability to match resources to technical issues appropriately.Service awareness of all organization’s key IT services for which support is being provided.Understanding of support tools, techniques, and how technology is used to provide IT services.Typing skills to ensure quick and accurate entry of service request details.Self-motivated with the ability to work in a fast-moving environment.BA/BS, preferably in computer science or a related field.MBA/MS preferred but not required.4 years of IT or related experience.