Level 2 Technician Responsibilities
- Perform deep troubleshooting and analysis of complex issues before escalating to level 3 technical team
- Manage and complete requests assigned to you via our ticketing system / PSA
- Configure, repair, and deploy IT equipment as needed: servers, network equipment (Meraki), desktops, laptops, etc.
- Via supplied tools, troubleshoot and determine the issues and resolve in a timely fashion
- Provide support for the following key areas: servers, mailflow, security, software, networking, complex desktop issues
- Support Microsoft related products: Active Directory (Group Policy, AAD Connect, Client), Azure AD, Exchange Online, Office 365, Teams, SharePoint Online, OneDrive, MS Office, etc.
- Support remote access solutions: Client VPN, RDS, NPS/RADIUS, Site-to-Site VPN
- Collaborate with all team members, service coordinators, and service managers to assist clients with their requests/issues
- Document all processes and update existing documentation
- Assist with various projects from time to time: email migrations, server deployments, MFA rollout, etc.
- Periodically review client configurations and raise tickets for misconfigurations
- Assist team members in delivering proactive maintenance to client systems on a regular basis
Requirements
- 5+ years of technician experience in an MSP setting
- BS Degree
- Strong technical troubleshooting skills
- Understanding of email migration projects for Day 1 support
- Ability to implement and troubleshoot modern security: MFA, Conditional Access, Email Security, Least Privilege
- Experience with 365 Administration and Net New Tenant setup with the full suite of Microsoft solutions
- Excellent customer service skills
- Deep knowledge of Active Directory and Azure AD
- Deep knowledge of SMB/Windows file shares & permissions
- Excellent written and verbal communication skills
- Experience with RMM tools
- Deep knowledge of TCP/IP networking and DNS
- Experience with PSA or similar ticket/time tracking tools
- Experience with Linux deployment and usage a plus
- CompTIA Network+ and Security+ certification is preferred
- MS-100 Certification or better preferred
- Experience deploying servers is a plus
- Experience with VMware is plus
- Experience with VoIP system configuration and deployment
- Ability to exercise sound judgement, good listening skills, and strong problem-solving techniques
- Skilled at paying attention to small details
- Effective written and verbal communication skills to communicate with colleagues, clients, and vendors
- Ability to deliver highly technical information to less technically savvy individuals
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.