Tier II Technician

Location: Temple Terrance,Florida
Expected Start Date: Sep 16, 2024

Tier 2 Technician - Join Our Growing Team!

Location: Onsite in Temple Terrace, FL

About the Role: Our client is seeking a dynamic and proactive Tier 2 Technician to handle major incidents, manage outages, and communicate effectively across our network of stores. If you're a skilled problem solver with strong technical expertise and a passion for helping others, we want you on our team!

Key Responsibilities:

• Incident Management: Drive major incident resolution, manage bridges, and lead communication efforts during outages.
• Ticket Management: Handle and resolve 10-30 tickets weekly, focusing on complex issues that may take a couple of weeks to resolve.
• Problem Management: Utilize your expertise to proactively identify and reduce recurring issues, keeping our systems running smoothly.
• Collaboration: Work closely with Tier 1 and Tier 2 teams, as well as third-party MSPs, to ensure efficient problem resolution.
• Customer Communication: Engage with store teams to provide clear and effective communication throughout the incident resolution process.

• Provide computer and phone peripheral support for all locations
• Utilize and perform in a Windows-based environment as well as versions of Microsoft Office / Office 365 Services
• Create/remove logon credentials from various in-house systems including but not limited to Microsoft Active Directory, Azure Office365, Cisco Call Manager, Cisco Unity Voicemail, Third Party Systems and databases
• Monitor self-service portal incidents/requests submitted by customers and/or open incidents/requests based on customer demand
• Adhere to established SLA's/OLA's and be cognizant of TTR/MTTR guidelines and other reporting policies
• Answer incoming customer calls and provide assistance by phone in a friendly and professional manner
• Set-up and install peripherals including but not limited to phones (Cisco IPT), PC's, printers, laptops, monitors/projector units in person, remotely and/or by phone
• Assist with physical PC workstation moves (PC's, monitors, phones, etc.)
• Assist with training and mentorship of level I Technicians
• Manage and complete assigned incidents, requests, problems and projects in a timely manner
• Work schedule rotation for periodic on-call and after-hours support

Requirements:

• 5+ years' knowledge or work experience in an IT or computer related environment
• Working knowledge of basic hardware such as laptops, desktop computers, printers, etc.
• Ability to articulate and troubleshoot issues over the phone and in person
• AA or BS in Computer Science or a related field preferred
• 4+ years of hands-on experience as a Service Desk / Call Center Specialist or Technology Technician or related field
• 4+ years' experience providing Customer Service and support via phone or in person
• 4+ years' experience with Windows OS (XP, 7, 10), Microsoft Office applications, Office 365 Services, with fundamental MacOS/Apple iOS/Android experience
• Understanding technical aspects of LAN/WAN networks and VoIP
• CompTIA A+ or Network+, ITIL Foundation Certification desired
• Technical Skills: Advanced troubleshooting experience, particularly with Active Directory.
• Communication: Exceptional communication skills are essential; we need a team player who thrives in a collaborative environment.
• Growth Mindset: We value employees who are eager to grow within the company and are motivated to pursue certifications and career development opportunities.

Preferred Qualifications:

• Industry Experience: Experience with enterprise-level companies is a significant advantage.
• Certifications: While not essential, relevant certifications will enhance your application.

Why Join Us?

• We Offer Best In Class Industry Benefits
  • Competitive pay
  • Medical, Dental and Vision Plans
  • Paid Holidays & PTO
  • Short and Long-Term Disability
  • Paid Life Insurance
  • 401(k) Retirement Plan
  • Employee Stock Purchase Plan
  • Lithia Learning Center
  • Vehicle Purchase Discounts
  • Wellness Programs

If you're ready to take the next step in your career and join a forward-thinking company with plenty of growth opportunities, apply today!