L2 IT Support Technician

3 weeks ago

North Chicago, United States HTML Global Full time

As an L2 IT Engineer, you will be responsible for providing technical support and assistance to resolve escalated IT issues and ensure the smooth operation of our and our customer's IT infrastructure. Working closely with the Helpdesk and Management teams, you will play a key role in maintaining and optimizing our systems to meet the evolving needs of the business. This position will be servicing a K12 environment. Knowledge of K12 infrastructure is preferred by not required.

Responsibilities:

  1. Provide second-level technical support for IT issues reported by end-users, including troubleshooting hardware, software, and network problems.
  2. Respond to escalated help desk tickets and resolve issues in a timely manner to minimize downtime and ensure business continuity.
  3. Diagnose and resolve complex technical issues related to servers, networking equipment, and other IT infrastructure components.
  4. Collaborate with L1 support technicians to escalate and prioritize issues based on severity and impact on business operations.
  5. Perform system upgrades, patches, and installations as required to maintain optimal performance and security of IT systems.
  6. Monitor network performance and proactively identify and address potential issues to prevent service interruptions.
  7. Assist in the implementation of IT projects, including system migrations, upgrades, and deployments.
  8. Document IT procedures, configurations, and troubleshooting steps to maintain an up-to-date knowledge base.
  9. Provide training and guidance to junior IT staff and end-users as needed to enhance technical skills and promote self-service support options.
  10. Stay informed about emerging technologies and best practices in IT support and incorporate them into the organization's IT operations.
  11. Document support processes, resolutions, and troubleshooting steps to maintain an up-to-date knowledge base and improve team efficiency.

Requirements:

  1. Bachelor's degree in Computer Science, Information Technology, or a related field.
  2. 5+ years of experience working in a technical support role, preferably in a corporate environment.
  3. Strong knowledge of Microsoft Windows operating systems, Active Directory, and Office 365.
  4. Proficiency in troubleshooting hardware, software, and network issues.
  5. Experience with virtualization technologies such as VMware or Hyper-V.
  6. Familiarity with ITIL processes and best practices.
  7. Excellent communication and interpersonal skills, with the ability to interact effectively with end-users and team members.
  8. Proven ability to work independently and prioritize tasks in a fast-paced environment.
  9. Relevant industry certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are required, and determined upon hiring. 
  10. Strong analytical and problem-solving skills, with a keen attention to detail.
  11. Identify trends and recurring issues, proactively addressing them to prevent future incidents and improve overall product/service quality.
  12. Assist in testing new features, patches, and updates before deployment to ensure compatibility and stability.
  13. Provide technical guidance and training to junior support engineers and assist in their professional development.
  14. Communicate effectively with clients to provide status updates, gather additional information, and ensure their needs are met.
  15. Stay up-to-date with industry trends, best practices, and emerging technologies to continuously improve technical skills and knowledge.

We will be screening candidates ASAP. If your qualifications match the job requirements and responsibilities we will contact you with a request for video screening with our team.

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