Level 2 IT Technician

Role Description

Our Level 2 IT Technician role is responsible for troubleshooting and assisting clients with complex technical issues that arise. This person will be responsible for supporting, maintaining, upgrading, and troubleshooting our client’s networks, either through email, phone calls, remote support software, or directly on-site.

Must be comfortable and confident troubleshooting problems with Microsoft Windows

Desktop and Server, Microsoft Office, Networking, Firewalls, and Cloud Services. Equally as important, an aptitude for delivering a high level of professional customer care is necessary.

This is not an entry-level position. Individuals will be responsible for a wide range of

customer care, from ‘outside-the-comfort-zone’ technical troubleshooting problems to mundane user account maintenance. Further, this position will be the primary interface between our clients and Premier IT. It is critical that this individual be experienced and successful working with C-level users at each site.

Successful growth in this role is measured by results, including timely responsiveness to clients, ability to own support tickets (seeing them through to completion) and recognizing when to ask for assistance.

Responsibilities

Independently and as a team, provide technical support to clients through phone, email, and onsite visits
Support of Microsoft Windows Desktop (50%), Windows Server (40%), and Other Misc. Operating Systems (10%)
Setup, configure and install server and workstations at client locations.
Maintain and monitor backup solutions for our clients
Manage Active Directory, DNS, DHCP, Group Policies, Office 365, Azure, AWS, Watchguard, SonicWALL, Cisco, Juniper, Fortinet
Recommend system improvements to ensure client networks meet industry best practices
Diagnose, troubleshoot, and resolve a wide range of software, hardware, and connectivity issues
Consultative and “Big Picture” mindset when interacting with clients

Education/Experience

AA Degree in Networking or similar/and or Technical Certifications
Computer Science / Technology Degree (preferred)
2+ years at an IT Managed Services Provider, or
3+ years as a desktop/server break-fix technician, or
4+ years in a corporate IT environment
Experience using RMM tools with ticketing service
Microsoft and O365 Administration
Strong attention to detail and follows through to completion
Hard-working, ability to multitask and prioritize a complex SLA structure
Honest and dependable
Ability to work independently and in a team, with excellent problem-solving skills
College level or higher grasp of the English language both written and oral
Above-average interpersonal/customer service skills
Ability to communicate and connect with people
Occasional evening and weekend availability for on-call work
Specialization in one or more of the following Preferred:
- Cybersecurity
- Disaster Recovery
- Virtualization technology

Compensation/Benefits

Salary: DOQ

Bonus: Performance-based

Job type: Full-time

Great company and team!

Medical, Dental and Vision Insurance

Parking on-site and easy commute

Ongoing training materials

Reimbursement for certifications

PTO

IRA with company match

Other Requirements

Location: Twin Cities, MN (Required)

License: Driver’s License (Required)

Dependable/reliable transportation (Required)

Language: English (Required)

Work authorization: United States (Required)