Tier 2 Technical Support Specialist

Effortless Office Solutions

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Join a dynamic and growing Managed Services Provider (MSP) dedicated to empowering credit unions through seamless, secure, and efficient IT solutions. Our core mission is to ensure our clients' technology infrastructure operates at peak performance, allowing them to concentrate on their primary objective: serving their members with excellence. We foster a culture of collaboration, innovation, and enjoyment in our work, believing that a positive environment fuels exceptional service.
• As a Tier 2 Technical Support Specialist, you will be instrumental in providing advanced technical assistance and resolving complex IT challenges escalated from our Tier 1 support team. You will serve as a key point of contact for clients facing intricate technical issues, guiding them through solutions and ensuring minimal disruption to their operations.
• Your primary responsibilities will involve the in-depth troubleshooting and resolution of escalated support tickets. This requires a methodical approach, strong analytical skills, and the ability to diagnose and fix issues across a wide range of technologies.
• You will be responsible for supporting and maintaining diverse IT environments, including but not limited to Microsoft 365 administration, VMware virtualization platforms, robust backup and disaster recovery solutions like Veeam, Virtual Desktop Infrastructure (VDI) environments, email security gateways such as Mimecast, and advanced network solutions like CATO SD-WAN.
• A significant part of your role will involve assisting clients with their networking infrastructure, implementing and managing cloud-based solutions, and ensuring adherence to the latest security best practices to protect sensitive data and systems.
• Delivering exceptional customer service is paramount. Beyond technical proficiency, you will focus on clear communication, empathy, and a proactive approach to client satisfaction, making their IT experience as smooth and positive as possible.
• You will work closely with the Tier 1 support team, providing guidance, sharing knowledge, and assisting with the resolution of challenging tickets. Furthermore, you will play a role in mentoring junior technicians, helping them develop their skills and understanding of our clients' systems.
• A critical aspect of this role is identifying recurring technical issues and developing and implementing proactive solutions and preventative measures. This involves analyzing trends, documenting findings, and collaborating with the team to enhance system stability and reduce future support requests.
• You will contribute to the continuous improvement of our IT services by documenting procedures, updating knowledge bases, and participating in team discussions on emerging technologies and best practices.
• This position offers the opportunity to work with cutting-edge technologies and play a vital role in the success of financial institutions, ensuring their technological backbone is robust and reliable.
• You will be a crucial part of a team that values expertise, dedication, and a shared commitment to client success. Your contributions will directly impact the operational efficiency and security posture of our credit union clients.
• The role demands a proactive mindset, a commitment to continuous learning, and the ability to adapt to new challenges in a fast-paced environment. You will be empowered to take ownership of issues and drive them to successful resolution.
• We encourage innovation and welcome your ideas for improving our services, processes, and client solutions. Your insights will be valued and contribute to our company's growth and evolution.
• This is more than just a technical role; it's an opportunity to build strong client relationships, understand their business needs, and provide technology solutions that truly make a difference.

🎯 Requirements

• Minimum of 2 years of dedicated IT support experience, preferably within a Managed Services Provider (MSP) or a similar fast-paced IT environment.
• Strong, hands-on knowledge of Windows Server administration, Active Directory management, Microsoft 365 suite administration, and virtualization technologies such as VMware (including VDIs).
• Proven experience with backup and disaster recovery solutions, specifically Veeam, and/or Zerto.
• Solid understanding of networking concepts, including firewalls, SD-WAN technologies (specifically CATO), and network monitoring tools (e.g., Auvik).
• Exceptional troubleshooting and problem-solving abilities, with a knack for logical deduction and creative solutions.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.

🏖️ Benefits

• Competitive salary commensurate with experience and skills.
• Comprehensive benefits package including health, dental, and vision insurance.
• Opportunities for professional development, including training programs and support for relevant certifications (e.g., Microsoft, VMware, CompTIA).
• Flexible work environment with options for remote or hybrid work arrangements.
• Collaborative and supportive team culture with a focus on mutual growth and success.
• Exposure to a wide range of modern technologies and the chance to make a significant impact on the financial sector.

Skills & Technologies

Remote

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Effortless Office Solutions

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About Effortless Office Solutions

Effortless Office Solutions is a company that provides IT support services. Their focus is on delivering efficient and reliable technical assistance to businesses, aiming to streamline operations and minimize downtime. They offer a range of IT solutions, likely including help desk support, network management, cybersecurity, and cloud services. The company strives to be a proactive partner for its clients, anticipating potential issues and implementing preventative measures. Their goal is to ensure that businesses can operate smoothly and securely, allowing them to concentrate on their core objectives without being hampered by technological challenges. The company appears to be hiring through the provided domain.

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