Level 2 Technician - Managed Service Provider

We are working with a leading Managed Service Provider (MSP) and Value-Added Reseller (VAR) located in the vibrant North Phoenix area. They specialize in providing comprehensive IT solutions to businesses of all sizes, offering innovative technologies and exceptional service to help our clients thrive in today's digital landscape.

We are seeking a Support Supervisor who is responsible for supporting the integrity of customer and internal systems, including customer-facing hosted and cloud environments, providing technical assistance to team members and customers, as well as acting as a lead for the support tech team.

If you are interested in this opportunity, we encourage you to apply today! 

Responsibilities:

•  IT Support relating to issues with the internal systems and network infrastructure 
•  IT Support relating to issues with the customer systems, hosted services, and cloud subscriptions 
•  Support services for Microsoft related technologies: Server, Desktop, Office 365, etc.  
•  Support services for virtualization technologies: VMware, Parallels, and supporting services  
•  Technical services and support at the Level 2 network level: WAN and LAN connectivity, firewalls, and security 
•  Support disaster recovery solutions 
•  Remote access solution support: VPN, Terminal Services, and Virtual Desktops 
•  Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets 
•  Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review 
•  Document maintenance for all computer systems and network infrastructure 
•  Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages 
•  Design and implement hosted and cloud solutions for customers using technologies that meet their requirements 
•  Participate in on-call rotation with member of the Services team 

Additional Duties and Responsibilities: 

•  Improve customer service, perception, and satisfaction 
•  Ability to work in a team and communicate effectively 
•  Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals 
•  Document internal processes and procedures related to duties and responsibilities 
•  Responsible for entering time and expenses in PSA as it occurs 
•  Understand processes in Company support systems by completing assigned training materials 
•  Work through a daily process that has been established by the Engineer in Charge (EIC) 
•  Work through tickets and projects as assigned by the EIC or by the Company leadership 
•  Enter all work tickets into PSA with a description of work performed and the time utilized   
•  Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry 

Skills/Must have:

• Professional IT Certifications related to: Microsoft, VMware, Cisco, SonicWALL, Fortinet, and Veeam 
•  Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care 
•  Diagnosis skills of technical issues 
•  Ability to multi-task and adapt to changes quickly 
•  Technical awareness: ability to match resources to technical issues appropriately 
•  Service awareness of all organization’s key IT services for which support is being provided 
•  Understanding of support tools, techniques, and how technology is used to provide IT services 
•  Typing skills to ensure quick and accurate entry of service request details 
•  Self-motivated with the ability to work in a fast moving environment 

Salary & Benefits:

• $55,000 - $75,000 Healthcare
• Bonus
• PTO