Tier 2 Technical Support

Job Description: Tier 2 Technician

About you:

· You love computers, software, and technology

· You love to learn and explore new systems

· When you find a problem, you know how to find a solution

· You have an advanced understanding of network, server and workstation troubleshooting

· Given the choice to get mad or get motivated, you choose to be motivated

About Devfuzion:

· The largest provider of IT and Security Managed Services in the Tri-Cities market

· Growing team of professionals with backgrounds from multiple industries

· Committed to providing our employees with the best benefits and coverages in the area

· Dynamic customer environment serving over 4,000 end users each month

· Co-workers with a variety of interests from motorcycles and cars to gaming

The Job:

Devfuzion is a fast-paced MSP looking for the best Tier 2 Technicians to work in the Tri-Cities, WA. The Tier 2 Technician is responsible for maintaining the design and integrity of customer internal systems, including hosted cloud environments. The Tier 2 Technician is able to do on-site and remote troubleshooting for customer locations. The candidate must be able to clearly and effectively communicate technical needs and resolutions to customers, work well in a team environment, and always demonstrate a professional work ethic .

Duties:

· Handle Tier 1 help desk escalations through tickets or phone

· Follow up on outstanding requests and ensure timely resolution

· Assist customers remotely or on-site in a variety of environments

· Answer calls within your call que and escalate issues as needed

· Manage and monitor customer assets to ensure accurate inventory records

· Other duties may be added and/or assigned as needed

Knowledge:

• Windows operating systems, network and SAS solutions
• Strong customer service and troubleshooting skills
• Ability to communicate technical information, both verbal and written, to a wide range of end-users

· IT Support relating to issues with the network systems and infrastructure.

· Support services for Microsoft related technologies: Windows Server, Exchange, SQL, Terminal Server, etc.

· Support services for virtualization technologies: VMware and Microsoft Hyper-V.

· Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

· Administer hosted and cloud solutions for customers using technologies that meet their requirements.

· Support disaster recovery solutions.

· Remote access solution support: VPN, IPsec, etc....

· Monitor remote management systems and management alerts and notifications and respond accordingly through service tickets.

· Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review.

· Document maintenance for all computer systems and network infrastructure.

· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

Experience Preferences:

• BA/BS, preferably in computer science or a related field.

• Associates degree in Tech

• or 2-5 years or more of IT experience (Required)

Benefits:

• Competitive salary based on experience and qualifications

• Health, Vision, Dental, and Life benefits

• Full on the job training & support

• Fun working environment and culture

• Great opportunity for advancement

Note: This position will require travel, good driving record and on-call rotation for nights and weekends. Our office is located in Kennewick WA.'
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Work Location:

• One location

Work Remotely

• No

Job Type: Full-time

Pay: From $22.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person