IT Support Technician

1 month ago


San Antonio, United States Salco Solutions Group Full time

Tier 2 IT Support Technician

Job Overview

As a Tier 2 IT Support Technician, you will be responsible for providing advanced technical support to our clients via phone, email, remote access, or onsite visits. You will diagnose and resolve complex issues related to hardware, software, network, security, and cloud services. You will also escalate unresolved issues to the appropriate Tier 3 team or vendor, and follow up with the client until the issue is resolved. Additionally, you will assist in training and mentoring Tier 1 technicians, and contribute to the documentation and improvement of IT processes and procedures.

Responsibilities

Provide Tier 2 level technical support to clients via phone, email, remote access, or onsite visits.

Troubleshoot and resolve complex issues related to hardware, software, network, security, and cloud services, following established protocols and procedures.

Escalate unresolved issues to the appropriate Tier 3 team or vendor, and communicate the status and progress to the client and the management.

Assist in training and mentoring Tier 1 technicians, and share best practices and feedback.

Contribute to the documentation and improvement of IT processes and procedures, and ensure compliance with industry standards and regulations.

Maintain a high level of customer satisfaction and professionalism, and adhere to the company's core values and mission.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.

Minimum 3 years of experience in IT support, preferably in a Tier 2 role.

Advanced knowledge of operating systems (e.g., Windows, macOS) and common business applications (Office 365 suite, Adobe, etc.).

Experience in troubleshooting and resolving issues related to hardware, software, network, security, and cloud services.

Familiarity with various IT tools and technologies, such as Active Directory, VPN, firewall, antivirus, backup, etc.

Excellent communication and interpersonal skills to provide professional support to clients, through written and verbal communication.

Ability to work independently and as part of a team in a fast-paced environment.

Customer-focused mindset with a commitment to delivering high-quality service.

Relevant IT certifications (e.g., CompTIA A+, Microsoft, Cisco) would be advantageous.

Enthusiasm for technology and creative problem-solving.

Growth & Development

Opportunities for growth within the organization.

Ongoing education and training provided by the company.

Benefits

401k matching

Paid employee insurance packages

Company Culture and Core Values

Our company culture is built on a foundation of core values that guide our actions and decisions. As an member of the Salco team, you will be expected to embody these values in your work:

Solution Oriented: We strive to find permanent solutions rather than temporary fixes.

Own the Outcome: We take responsibility for achieving the desired result.

Delight the Customer: We aim to exceed our customers' expectations with a positive attitude.

Lean on the Team: We trust and rely on our experienced team members for support.

Find the Positive: We focus on the positive and expect success.

Our mission is to provide exceptional IT support services to our clients by finding permanent solutions to their technical issues, taking ownership of the outcome, and exceeding their expectations. We achieve this by working as a team, trusting and supporting each other, and maintaining a positive attitude. We are committed to continuous learning and growth, and we empower our employees to make independent decisions and take ownership of their work.



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