Level 2 IT Technician

We are looking for an individual who is an IT generalist; self-motivated, able to perform in an aggregate and high-pressure environment, professional and detail oriented who can grow with our company.

As a Lv2 Technician, you will work directly with customers and partners providing expertise in hardware and software installations, troubleshooting and configuration recommendations. Please note, while this role will work out of their home/remote office, you will also be expected to travel to client sites as needed. Mileage will be compensated. You must also have a reliable form of transportation, home internet and cell phone.

Job Responsibilities

· Promptly resolve escalations and complex technical help desk issues.

· Mapping out a network’s topology during on site audits.

· Handle complex and privileged systems configuration updates.

· Work closely with other team members to resolve problems in an efficient manner

· Gain and maintain a thorough understanding of clients' systems and infrastructure.

· Create, update, and maintain internal and client documentation.

· Provide technical guidance and support to junior technicians. Use escalations as teachable moments to mentor other team members.

· Identify recurring technical issues, find the root cause, and work with engineers to devise remediation plans.

· Stay updated with industry trends and best practices to enhance support services.

· Identify and communicate solutions and recommended changes or improvements to client environments.

Years of experience: Minimum 3 years relevant experience with systems administration, MSP experience is a plus.

Location: Remote in North or East Atlanta, GA*periodic onsite work required

Qualifications:

• Must be comfortable on a ladder
• Must be willing to go onsite when necessary
• Must be comfortable running cable and mapping out networks
• Outstanding oral and written in English communication skills
• Detail-oriented and an attentive listener
• Excellent organizational and multitasking skills
• Excellent customer service skills
• Ability to prioritize and meet deadlines
• A team player with a high level of dedication
• Strong understanding of layer 2 and 3 networking concepts and familiarity with a variety of firewall, switch, and access point vendors.
• Familiarity with Microsoft 365 or Google Workspace administration and Windows Server/Active Directory is a must.
• Comfortable working in VMware and Hyper-V virtualization platforms.
• Familiarity with PSA/ticketing system software, remote management software, or other relevant MSP software is a plus.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Ability to Relocate:

• Duluth, GA 30097: Relocate before starting work (Required)

Work Location: Hybrid remote in Duluth, GA 30097