L2 IT Support Technician

Job DescriptionJob Description

The L2 IT Support Technician is responsible for handling, assessing and completing complex IT Support incidents and for providing onsite technical support to our MSP customers. The ideal candidate must be experienced, is comfortable with customer-facing communication, and is highly organized with excellent problem-solving skills. This is a hybrid position with in-office and remote work opportunities.

Responsibilities:

• Troubleshoot and resolve escalated tickets, handle complex support incidents and network-related requests

• First-response communication with customer contacts, general customer service in help desk capacity

• Act with authority at organizational-level and group-level in services and tools

• Provides guidance when needed to L1 technicians and other less experienced support personnel

• Create and communicate effective and efficient solutions to technical problems

• Perform onsite and field support at customer locations for managed hardware, infrastructure, on prem security, telecommunications, and software

• Produce documentation to help support customer environments, provide instructions to end-users, and to capture internal processes

• Setup, installation and support of hardware devices for customers and internal stakeholders

• Deploy, remove and update applications on end-user devices, as needed

• Management of hardware inventory for internal and external purposes, including receiving, tagging, maintaining, and disposing of assets

• Completes incidents while strictly adhering to Service Level Agreements (SLAs)

• Manage IT Support and Service projects for customers and internal stakeholders

• Perform other responsibilities as assigned

Requirements

• CompTIA A+ and either Network+ or SEC+ certifications or be willing to complete both before six months in role

• Excellent communication skills

• Bachelor’s degree preferred by not required with the right level of experience

• 5+ years of experience in IT Support and helpdesk roles

• Expert-level knowledge of Microsoft and Google operating systems and support

• Intermediate experience in Entra, Active Directory, Threatlocker, Datto RMM and other services

• Exposure to helpdesk ticketing systems through deep user experience (Datto PSA Autotask experience is a plus)

• Ability to commute to Glenview, IL and have reliable transportation

• Ability to regularly stand and walk between buildings on a large campus

• Ability to move and lift computers, printers, monitors, and other hardware

• Ability to use a computer, phone, headset, digital services

• Ability to help train and teach customers on basic issues

Company DescriptionHTML Global is a fast-growing managed IT service provider on Chicago's north shore. Employees work in small teams to service client needs. We offer full benefits, including healthcare, dental, vision, short and long-term disability, 401k progressive paid time off, tacos and more.Company DescriptionHTML Global is a fast-growing managed IT service provider on Chicago's north shore. Employees work in small teams to service client needs. We offer full benefits, including healthcare, dental, vision, short and long-term disability, 401k progressive paid time off, tacos and more.

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