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Tier 2/3 Support Technician
4 months ago
Allied Business Solutions is currently seeking an experienced Tier II/III Support Technician to join our service team in Boise, Idaho. We are looking for a positive, well-organized, self-motivated professional to service our growing customer base. This position will deliver a high level of customer service and achieve productivity levels in line with Allied’s vision and core values.
Key Responsibilities:
- Grow knowledge base by managing formulation of new documentation that describes technical fixes.
- Provide top-tier technical support to end users for issues reported and escalated tickets.
- Use various systems, software, and tools to identify and diagnose and resolve problems.
- Ability to multi-task and quickly adapt to changing priorities.
- Collaborate with management to recommend efficient workflow and processes improvements.
- Other duties as assigned.
Requirements:
- Detail oriented with outstanding sales and customer service skills.
- Dependable, trustworthy, and self-motivated.
- Complies with all IT policies, procedures, and security standards.
- Broad experience within technical areas such as infrastructure, network administration, Operating Systems (MS Windows, etc.)
- Ability to escalate and coordinate inter-departmental troubleshooting efforts.
- Proven ability to communicate effectively (written and verbally) with customers, peers, management, contractors, and vendors.
Essential Qualifications:
- Must have a minimum of 5+ years industry experience in networking and server administration for consideration.
- Ability to work under stress/pressure to meet deadlines and company objectives.
- Knowledge of network protocols, configurations and understanding of LAN/WAN operations including DHCP, DNS, VPN, VLANs, NAT, Route, Switch and Trunking.
- Proficiency in Windows 10-11, Windows Server 2012-2022, Active directory, GPO, Exchange, SharePoint, SQL and Virtualization technologies.
- Proficiency in using MS Office administration.
- Experience with backup/restore solutions.
- Experience with NAS/SAN storage environments.
- Experience with advanced AV and email filtering solutions.
- Excellent communication skills (verbal, written and presentation skills) and business acumen.
- Personal drive and motivation to achieve goals.
- Strong organization and problem-solving skills.
- Work style that reflects a positive, friendly, and supportive attitude.
- Excellent time management skills, attention to detail, adherence to company policies, programs, and work rules.
- Ability to learn new computer software.
Preferred Qualifications:
- Experience with ConnectWise Manage, Automate and Control.
- Experience with Sonicwall, WatchGuard, Fortinet, Cisco and UniFi.
- Experience in a managed service provider environment.
