Level II IT Support Specialist

22 hours ago


Fort Lauderdale, Florida, United States SNI Technology Full time
Job Opportunity

SNI Technologies is seeking a highly skilled Level II IT Support Specialist to join our team. As a key member of our technical support team, you will be responsible for handling complex technical issues, providing in-depth technical support, and collaborating with our Level I engineers to resolve escalated tickets.

Key Responsibilities:

Technical Troubleshooting:
• Resolve complex issues involving network connectivity, routers, firewalls, and security
• Handle advanced Windows server and domain environment issues

Escalation/Collaboration:
• Act as the escalation point from L1, providing in-depth technical support and problem-solving

Systems Monitoring/Maintenance:
• Monitor and maintain systems, ensuring optimal performance and security

Technical Best Practices/Improvement:
• Implement and develop technical best practices, contributing to continuous improvement

Client Support:
• Provide high-level client support and incident resolution

Patch Management/Remediation:
• Manage and troubleshoot complex issues with patch installs, ensuring system reliability

Office 365 Administration:
• Perform advanced administration and troubleshooting in Office365 environments

Knowledge Sharing:
• Provide valuable feedback and share knowledge with Level I engineers to foster their growth

Requirements:

Skills:
  • Advanced understanding of operating systems/business applications/printing systems/network systems
  • In-depth knowledge of TCP/IP and experience troubleshooting complex Internet connectivity issues
  • Experience with advanced configurations of Remote Desktop Services & VPN
  • Working knowledge of complex network setups including switches/hubs/patch panels/connecting nodes
  • Proficient with various wireless technologies
  • Excellent interpersonal skills: telephony, communication, active listening, and customer-care
  • Strong skills in diagnosing and resolving complex technical issues
  • Ability to multitask effectively and adapt quickly in a fast-paced environment
  • Typing skills to ensure quick and accurate entry of detailed service request information

Qualifications:
  • Degree in IT or a related field, or equivalent practical experience
  • 3-5+ years of experience in IT (Preferably in a fast-paced environment), with a focus on advanced technical support
  • Experience with Microsoft products (AD/Azure/Cloud Products/Office365), including troubleshooting
  • Advanced IT certifications (e.g., CompTIA Network+, Microsoft Certifications) are highly preferred
  • Solid knowledge of routers, firewalls, and TCP/IP protocol
  • Experience in an MSP environment and familiarity with tools like ConnectWise, N-able (SolarWinds), and IT glue are beneficial

Join our team and take the first step towards a challenging and rewarding career with SNI Technologies.
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