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Tier II IT Support Desk Technician

1 month ago

Dublin, United States Linear 1 Technologies Full time
Job DescriptionJob DescriptionSalary: Up to $73,000/year based on skills and experience.

Our Tier II IT Support Desk Technician should be strong in all the most common and popular technologies, located in the Columbus, OH area, and eager to support an array of clients. The time spent in the role will be split between client offices and in-house (in Dublin, OH).  In addition to strong technical aptitudes, backed by at least two years of hands-on experience, this person is a good communicator and can manage well when the client needs strong guidance. This person should be prompt and/or know the importance of communicating ETAs to our clients. You should be skillful at documenting tickets and actions taken and will work alongside our IT Support Desk Manager, and IT Director as needed for larger projects. You should be comfortable integrating and solving problems in environments rich in Windows Server, Microsoft 365, Azure, firewalls, backup systems, and more.  There will be daily responsibilities for maintaining the design and integrity of a cloud-hosted VoIP system with assistance from our IT Director.


Knowledge, Skills, and Abilities:

  • Experience required with Windows desktop operating systems
  • Fundamental Azure knowledge
  • Microsoft administration/management experience, including adding/removing users and groups, configuring file permissions, checking event logs, configuring and restoring from backup, forwarding mail to other accounts, adding aliases, etc
  • SharePoint management experience
  • Understanding of TCP/IP and troubleshooting Internet connectivity
  • Experience with routers and firewalls
  • Understanding of the relationship between switches, patch panels, and connecting nodes to a network
  • General understanding of DNS services
  • Basic working knowledge of Firewall Technologies – Arista, Meraki, Mikrotik, etc.
  • Understanding of and ability to install, configure, and test workstation hardware
  • Experience preferred with Windows Server
  • Experience with Ubiquiti products & controllers is a plus
  • Prior MSP experience is a positive
  • Knowledge of telecommunications/PBX is a major positive
  • Knowledge of VoIP protocols such as SIP, RTP/SRTP, including TLS is a major positive


Position Responsibilities:

  • Ticket documentation for actions taken, which, in part, assists in communicating billable parts and labor for clients
  • Documentation of client networks
  • Manage all updates both firmware and application based.
  • Main point of contact for escalation of IT Support desk issues regarding voice
  • Field support calls and emails from users with inquiries regarding hardware, connectivity, network, and telecom concerns.
  • Identify, investigate, and resolve users’ problems with computer networks, software, and hardware.
  • Consult with users to determine steps and procedures taken to identify and resolve the problem.
  • Apply knowledge of computer software, hardware, and procedures to solve problems.
  • Guide users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.
  • Ability to quickly learn new technologies through the use of self-study materials and intuition
  • Ability to articulate technical information clearly and simply to non-technical people
  • Support the company’s cloud-hosted VoIP telecommunication system
  • Assist in setting up new tenants on our PBX
      - Work with PM to organize call flow
      - Install recordings and test
      - Ensure forwards are implemented properly and temporary numbers secured
  • Work with carriers to guarantee best rates and redundancy for all rx/tx
  • Care for all VoIP focused hardware and software in Linear's core infrastructure: Sansay, Bicom, and carriers


Requirements of you:

  • 2+ years experience as a help desk technician (preferably MSP experience)
  • Driven to provide amazing customer service
  • Ability to work independently during low-volume hours when other team members are not in the office
  • Experience in a VoIP/telecommunications specific role is preferred
  • Microsoft Azure Fundamentals certification is a plus
  • MCP, A+ and Network+ certifications are a plus
  • Must be able to lift up to 40 pounds at times.
  • Must be able to navigate client offices and reach high and low items.

Your team member benefits:

  • Salary: $73,000/year based on skills and experience
  • 50% company-paid health, dental, and vision benefits
  • Life Insurance options
  • Company match up to 3% of IRA plan
  • More than 10+ days of paid time off plus sick/personal days

About us and what you can expect:

Linear 1 Technologies is an information technology managed service provider (MSP) delivering solutions for VoIP telecommunications, fiber Internet, IT network infrastructure, and cyber security.  Linear provides our clients with scalable, custom solutions tailored to their business needs.  Our goal is not to be a vendor but a partner in our client’s success.  Linear provides a fully outsourced IT department to businesses based in the Columbus, OH, area. The MSP setting is a dynamic one for IT professionals; team members must be able to work within different tech environments as each client can have different tech solutions set up.