| Job Description |
General Summary: As a Level 2 Help Desk Technician at Data-Tech, you will play a pivotal role in managing and maintaining our clients' networks, ensuring their utmost satisfaction, and optimizing their network performance through our advanced MSP Platform. This position serves as the escalation point for Level I team members, tackling complex IT systems such as customer LANs, WANs, Routers, Firewalls, and server applications where minimal documentation exists. Additionally, you will be responsible for guiding, training, and providing support to Level I team members, serving as a mentor and promoting a collaborative learning environment.
Essential Duties and Responsibilities:
- Serve as the escalation point for Level I team members, handling intricate IT systems, network configurations, and technology environments with limited documentation.
- Provide guidance, training, and assistance to Level I team members, fostering their growth and ensuring efficient and accurate incident resolutions.
- Cultivate strong customer relationships through excellent communication, both verbal and written, to ensure clients' needs are met promptly and professionally.
- Demonstrate exceptional problem-solving abilities and perform root cause analysis to address underlying issues and prevent future incidents.
- Maintain detailed documentation for each job, ensuring clear records of actions taken and solutions provided.
- Collaborate with cross-functional teams and build positive relationships to enhance service delivery and client satisfaction.
- Continuously develop professionally and exhibit a high level of self-motivation, working effectively with minimal supervision.
- Possess reliable transportation and a valid State of Florida Driver's License.
- Successful completion of a clean 7-year criminal background check and a clean 3-year Motor Vehicle Record (MVR) are mandatory for this position.
- Be available to work varying shifts and participate in weekend on-call rotations.
Skills and Abilities Required: To excel in this role, the ideal candidate should possess the following skills and abilities:
- Capability to handle multiple priorities and projects simultaneously, maintaining efficiency and attention to detail.
- Strong customer relationship skills and effective communication through various channels, including email.
- Thorough knowledge of networking configurations to diagnose and resolve complex network issues.
- Ability to remain in constant communication with clients throughout the resolution process.
- Strong problem-solving skills, performing root cause analysis, and implementing effective solutions.
- Willingness to foster a collaborative and supportive team environment, assisting in the growth of Level I team members.
- Be committed to continuous professional development and personal growth.
Education and Experience Requirements:
- Bachelor's degree in IT Technology and a minimum of 4 years of relevant experience.
- Equivalent experience may substitute for the degree requirement.
Technology Training and Certifications: Data-Tech provides sponsored training in the following areas:
- 3CX Operations
- 2X Optimal Client Setup
- Sonic Wall Firewalls
- Scorpion Interactive Website
- Kaseya
- Storage Craft Shadow
We encourage you to pursue the following company-sponsored certifications to enhance your expertise:
- 3CX Certification (YouTube, 3CX Site)
- 2X Certification (YouTube, 2X Site)
- Kaseya CTE
- Sonic Wall Training
- Symantec Cloud Virus Protection
- PRTG Network Monitor
- Storage Craft
Physical Requirements and Working Conditions: This position involves working in a standard office setting (on-site or off), and may require mobility, including the ability to operate a motorized vehicle. You should be able to lift and carry objects weighing up to 40 pounds. The role demands attentiveness to detail despite potential interruptions, the ability to sit/stand for extended periods, and clear vision and hearing for in-person and/or telephone communication.
Performance Reviews and Non-Compete Agreement: At Data-Tech, we value your growth and development, and therefore conduct performance reviews at various intervals: 90 Days (Introductory Performance Review), 6 Months (Performance Evaluation Review), and 1 Year (Performance Evaluation), followed by annual evaluations. As a condition of employment with Data-Tech, you will be required to sign a non-compete agreement.
Join Data-Tech's dynamic team, where your expertise as a Level 2 Help Desk Technician will be highly valued, and your commitment to delivering exceptional service will have a direct impact on our clients' success. Upon accepting this position, you will receive a comprehensive job offer letter and further information from our Human Resource Department regarding pay, start date, and benefits.
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