Job Openings >> Technical Support - Tier 2 / Senior IT Technician
Technical Support - Tier 2 / Senior IT Technician
Title:Technical Support - Tier 2 / Senior IT Technician
Department:Information Technology
ATA Employment Solutions is accepting applications for a Technical Support - Tier 2 / Senior IT Technician in Memphis, TN. You will be expected to provide quality support to clients for a variety of technical issues. You will be fixing issues both remotely and on-site. You will assist with projects which may range in complexity from new computer rollouts to complete network rebuilds, server setups, and internet connectivity troubleshooting. 

FLSA Status: Exempt
Salary: $45,000 - $60,000 depending on experience & education
Benefits: Medical, dental, vision, retirement plan with employer match, paid time off, and paid holidays
Hours: Monday - Friday. 8am-5pm. Some overtime may be required but is very limited
Location: Memphis, TN and the surrounding area. This is not a remote position.

Duties & Responsibilities:
  • Install, upgrade, support and troubleshoot printers, computer hardware, mobile devices, Windows OS, Microsoft Office, Office 365, and other authorized desktop applications and peripheral equipment.
  • Configure, install, upgrade, support and troubleshoot servers, firewalls, and switching equipment.
  • Troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion and provide direct end user assistance where required.
  • Install, diagnose, repair, maintain, and upgrade hardware and equipment (including but not limited to PCs, laptops, printers, scanners, and cell phones) to ensure optimal performance.
  • Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties.
  • Responsible for monitoring, operating, managing, troubleshooting, and restoring service to client personal computers (PCs) or laptops that have authorized access to the network.
  • Anticipate trends by monitoring and analyzing incoming calls, problems, and support requests.
  • Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
  • Use approved tools and methodologies to image, copy and configure systems for deployment.
  • Familiarize and train end users on basic software, hardware, and peripheral device operation.
  • Take ownership and responsibility of queries, issues, and problems (tickets) assigned.
  • Maintain adequate knowledge of approved operating systems and application software used to provide a high level of support.
  • Maintain and consistently demonstrate a general knowledge of company guidelines, processes, practices, and procedures.
  • Additional duties as assigned by Management.
Required Qualifications:
  • At least 2 years of experience configuring, installing, upgrading, supporting, and troubleshooting servers, firewalls, and switching equipment.
  • At least 2 years of experience with PC hardware and networking infrastructure.
  • At least 2 years of experience working in a ticketing system.
  • At least 2 years of experience working as a Tier 2 Technician, Senior IT Technician, or equivalent experience.
  • Familiar with troubleshooting and self-remediating issues with PCs, servers, and networking with limited escalation.
  • Advanced understanding of LAN/WAN diagnostics.
  • Above average analytical, technical, and oral/written communication skills.
  • Willingness to learn new skills and other software programs needed to complete task assigned.
  • Ability to prioritize and handle multiple tasks accurately to meet deadlines.
  • Must present positive & professional image.
  • Strong problem-solving skills.
  • Good interpersonal skills.
  • Valid driver’s license, transportation, and vehicle insurance.
  • Must be punctual and dependable.
  • End user friendly attitude with a passion for information services support.
  • Desire to continue education or self/education in the computer technology area.
  • Physically able to handle equipment (ability to lift up to 50 lbs.).
Preferred Qualifications:
  • Education in Computer Information Systems, Computer Science, or an Associates degree with at least 3 years of experience in a support technician role.
  • Experience working in the MSP sector strongly preferred.
  • A+ Certified
  • CompTIA Certifications
  • Citrix and Terminal Services
  • Microsoft Certifications strongly preferred.
  • Knowledge of ConnectWise, Automate, and Screen Connect
  • Fortinet



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