IT Project & Escalation Support Services Technician - MSP Level 2 (Level II) / MSP Level 3 (Level Iii)

Internos Group, LLC Miami Lakes , FL 33016

Posted 3 weeks ago

The IT Project & Escalation Support Services Technician - MSP Level 2 (Level II) / MSP Level 3 (Level III) is a strategic technical position within the organization. This position is responsible for maintaining the design and integrity of the internal systems, including customer-facing hosted and cloud environments, as well as providing technical assistance to team members with system and network requests.

Mission:

To help our customers business succeed by delivering outstanding customer service through the management and execution of their service requests.

Main Responsibilities:

  • Manage and Execute Escalated Service Requests
  • Provide a High Level of Technical Assistance
  • Customer Service
  • Maintain Client and Company Documentation
  • Participate in the On-Call Rotation
  • Maintain Overall Service Utilization
  • Maintain Time and Expense up-to-date daily in Connectwise
  • Stay Up-To-Date on Current\Future Technology

Essential Duties:

  • IT support relating to technical issues involving Microsoft's core business applications as well as virtual environments built on Microsoft Hyper-V, VMware and other virtualization tools.
  • Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, Office 365, SQL, SharePoint, etc.
  • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Implement and support disaster recovery solutions
  • Utilize our Remote Management tools (i.e. Automate - formerly Labtech) to perform work on customer environments and troubleshoot higher level system alerts
  • Remote access solution implementation and support: VPN, Terminal Services/RDS, and Citrix
  • Troubleshoot Exchange and SQL issues as well as AD domain related problems, issues with system patching (desktops/servers)
  • Administer hosted and cloud-based solution services including Office 365 and its related technologies such as email archiving, encryption, etc. as well as technologies that meet customer requirements.
  • Provide support and technology guidance to other lower-level helpdesk team members and be a springboard for ideas, processes, and procedures.
  • System documentation and consulting services to include system/environment reviews and recommendations
  • Communication with customers and team management as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Salary Range:

$50,000 - $100,000 Annual Salary

Requirements

  • 4 to 6+ Years of Industry Experience
  • Associates Degree in Computer Science, Information Technology, Cybersecurity, or related field or equivalent vocational school, technical training, or military training in a relevant field a plus.
  • Advanced IT Certifications, such as:
    • Microsoft MCSA
    • Cisco CCNA
    • VMware VCP

Benefits

We offer a competitive salary and a comprehensive benefits package including:

  • Health Care Plan (Medical, Dental & Vision)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Life Insurance (Basic, Voluntary & AD&D
  • Short Term & Long Term Disability
  • Flexible Spending Accounts
  • Employee Assistance Program (EAP)
  • Family Leave (Maternity, Paternity)
  • Health Advocate
  • Legal Insurance Plan
  • Training & Development

Internos is a Drug-Free and Equal Opportunity Employer.

LOCAL candidates only please

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IT Project & Escalation Support Services Technician - MSP Level 2 (Level II) / MSP Level 3 (Level Iii)

Internos Group, LLC