Tier II Support Technician

  • Austin
  • Permanent
  • Fri Jan 5 16:10:51 2018

Tier II NOC Support Technician (Overnight) – Austin, TX only

Our client is looking for a Support Technician to join our growing support team making our support second to none. Support Technicians are responsible for assisting customers that require a broad range technical support across their environments, including hardware, network, storage, operating system, and application support. Tier II Support Technicians also serve as a resource and escalation point for the Tier I team. The ideal candidate is motivated, innovative, and excited to learn new technologies.

Responsibilities:

  • Engage with customers on the phone, in person, and through the customer portal to resolve issues.
  • Proactively monitor, troubleshoot, resolve, and report alerts to customers and internal staff
  • Install hardware upgrades into existing equipment
  • Support complex customer environments utilizing a variety of platforms and technologies
  • Perform network, operating system, san storage, backup, firewall, dns, hardware, server, and virtual machine support / management tasks
  • Manage physical security of the data center by authentication of guests and visitors
  • Accurately and professionally document all communication with customers
  • Expand and maintain technical knowledge needed to support rapidly changing technical needs of customers

Desired Minimum Qualifications:

  • 2-3 years experience in a technical support role with focus on system administration
  • Intermediate knowledge of or 2 years experience supporting / administering: o Windows and/or Linux server Operating Systems o Virtualization technologies (VMware or HyperV) o Server hardware (Dell or HP a plus) o LAN Networks o Firewalls (Windows, Linux, Cisco ASA) o Apache or IIS o MySQL or MSSQL o VPN
  • Excellent written and verbal communication skills
  • Problem solving skills and the ability to prioritize
  • Possess the ability to comprehend and execute documented escalation procedures