Managed Support Technician II

Job Description

Job Description

The IT Technician II position is a position ideal for someone who has a passion for providing high quality support, enjoys communicating with customers and is driven by solving technical problems. You will make an immediate impact by diagnosing, troubleshooting and resolving technical issues. If you are a critical thinker, have strong customer service/communication skills, determined to succeed and thrive working in a fast-paced environment with a highly collaborative team, then we want to speak to you!

Scope of the Role:

This position serves as a primary point of contact for customer support requests, providing remote or onsite services to managed service clients. The IT Technician is responsible for clear and consistent communications with clients and internal team members regarding technical issues. They must also understand the features and benefits of proposed technology solutions and troubleshoot most network problems.

• Ensure that all client support requests are acknowledged
• Ability to assess the technical issue, escalate or implement a timely resolution
• To provide desktop support and complete general configuration of software
• To provide support for Local Area Networks and Internet connectivity
• To provide team members and clients with server support and complete general maintenance
• To perform basic administrative tasks (i.e. Domain Renewals SSL Certificate Renewals)
• To perform intermediate operational tasks (i.e. File Backups Licensing)
• Achieve KPI's for IT/Helpdesk outputs
• Assist with the completion of internal and client projects
• Troubleshoot hardware and software component failures

Key Skills:

• Windows Desktop Operating Systems
• Microsoft Office Applications
• Windows Server Operating Systems
• Windows Active Directory Services
• Office 365 Cloud Services
• Firewall, Routing and Switches
• Basic understanding of DHCP, DNS, IP and Ethernet
• Administration of Anti-Virus, Malware, and Endpoint Protection
• Knowledge of Security Standards aligned with NIST, CIS, HIPPA, CMMC
• Strong communication skills with ability to effectively interact professionally with all internal and external clients
• Strong Technical and analytical skills
• Excels in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
• Proven ability to function in a self-directed environment with excellent attention to detail
• Innovative thinker who is positive, proactive and readily embraces change

A Plus if you have:

• Degree or Technical Certificate from a two-year or four-year institution or university or equivalent experience
• Customer interaction experience
• Certifications for CompTIA Network+, A+, Windows or MacOS Desktop Platforms, Certifications for Windows Server OS and Cloud platforms, Certifications for Firewalls or Networking, and/or Certifications for Security

About:

Abacus Technologies has been headquartered in Birmingham, AL since 2000. We solve the Security & Compliance, Telecommunications and Network Infrastructure needs of our clients to help them grow. We assess and recommend a plan that includes network and telecom infrastructure, software, information, network security, backup, disaster recovery planning and other services.

And we have fun doing it! We've been named one of the "Fastest Growing Companies" and "Top Technology Firms" by the BBJ and pride ourselves on being our clients' trusted IT advisor, not just another IT vendor.

We are sister companies with BMSS Advisors & CPAs, Payroll & Benefit Solutions, and BMSS Wesson Wealth Solutions to give all clients "peace of mind" and an exceptional client experience .

Benefits:

Abacus offers many benefits, but a few highlights include 4 weeks PTO, bi-weekly team lunches, cell phone allowance, overtime pay, flexible hours, 3 community serve days per year, upward mobility, full BCBS insurance, and 401k matching.

Learn more about us at abacustechnologies.com.