Deliver on-site and remote end-user support with a focus on client satisfaction, quality service, and technical excellence
Support Windows and macOS environments, provisioning new users for software and hardware, troubleshoot network connectivity, install operating systems and applications, perform system imaging and migrations
Conduct mid-level network diagnostics and repairs under the guidance of senior technicians
Assist with proactive monitoring of client backups and data recovery operations
Document all work professionally and submit accurate daily timecards
Provide escalation support and mentor the Technical Support Team, implementing new procedures, policies, and goals
Delegate tasks and help achieve daily, weekly, and monthly targets
Monitor call and ticket queues, assist with daily goals, and perform quality control to reduce errors and improve procedures
Establish, recommend, and implement policies to ensure quality, timely, and efficient customer-oriented services
Create, maintain, and improve Autotask checklists/templates and IT Glue documentation
Audit customer accounts to ensure information accuracy
Handle escalated issues from customers
Analyze existing operations and schedule training sessions and meetings to discuss improvements
Update work schedules and troubleshoot as required
Motivate staff and foster an environment where questions and concerns are welcomed
Manage and participate in the on-call schedule

Three to five years of experience in a similar role
Bachelor degree or college diploma in a related field preferred
MSP experience is a plus
CompTIA Network+ or equivalent certification or experience
Excellent communication skills with a strong customer focus
Excellent technical, diagnostic, and troubleshooting abilities
Strong interpersonal skills including mentoring and coaching, with the ability to interact with colleagues at all levels
Dynamic, energetic, motivated, and positive outlook; proficient with Microsoft Office (Word and Excel)
Ability to work with minimal supervision; team player with good interpersonal skills
Solid understanding of networking including switches, routers, servers, cables, racks, firewalls, LAN, WAN, TCP/IP, DNS, latency, VoIP, QoS
Valid driver's license and access to reliable transportation as required
Willingness to participate in after-hours on-call rotation

Technical Support Specialist, Level II

Job Description