Tier 2 Support Technician

Our customer is seeking a tier 2 support technician in Windsor Mill, MD. This individual will be responsible for:

Provide remote and onsite advanced troubleshooting support to end-u

Troubleshoot network connectivity issues for onsite and remote locations

Serve as an escalation point for all unresolved Tier I support issues

Assess, assist with implementation, communicate, and deliver training on applications and updates with end user(s)

Provide a high level of customer service to all end u

Communicate with end-u as required, keep u updated on support progress, and notify them once the issue has been resolved

Support various window platforms up to and including Windows 10

Troubleshoot, maintain, repair, upgrade and install various desktop computer hardware and other network equipment

Set up and support hardware, software, network access, and other equipment

Ability to handle high call volumes

Participate on cross-functional teams, design reviews and project meetings with client, construction management and installers

Develop and submit device programming for field equipment operations

Provide second-level support for end u and field technicians as needed

Strong Troubleshooting Skills

Coordination of service and support of building automation, access control and CCTV installations

Perform system administration duties for access control, CCTV, alarm systems

Produce reports based on access control data to support Investigations and Auditing

Provide support, troubleshooting, and training on CCTV applications

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Required Skills & Experience

Bachelors degree with 3 years of experience or associates degree with 4 years of experience
3+ years of overall Network Administrator experience (flex on years depending on experience
3+ years of experience with IP Networking and or Electronic Security Systems
Experience with troubleshooting network connectivity issues over the phone or via email
Experience working in a Windows environment
Experience with ticketing systems, environment currently uses ServiceNow
Great communication and customer service skills
Ability to be processed for a Public Trust clearance

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.