Tier II Technical Support


Love to solve complex IT problems and see your contributions in action? We’ve got a position for you in our Technical Services division as a Technical Customer Support Engineer! Jump-start your career with us by working in a dynamic, fast-growing company that will challenge and excite you. Our Technical Services division focuses on delivering high-quality solutions to our clients that run the gambit from law firms, non-profits, retail, hospitality, and more.

The Information Tier II Technology Support Technician (T2) provides remote technical support to our clients. The T2 position plays a direct role in the overall service level of our company. This requires a strong technical skillset, great customer service skills, and the desire to continue to expand one’s knowledge of technology. These skills will be used in a fast-paced, fun, team-oriented, and customer service-minded environment. The T2 will not only have strong technical skills but also excellent customer service, teamwork, communication, and troubleshooting skills.

The Tier 2 technician is an escalation point for lower technicians; administrative and sales staff. T2s follow escalation procedures to ensure both internal and external customers receive the highest quality of service with the quickest possible results. T2s lead lower tier technicians by example; by following defined policies and procedures, while presenting a positive attitude and desire to provide both the highest quality service and the quickest possible results. T2s accept and execute special projects assigned by direct report. T2s create, update, and retire knowledgebase articles to ensure the Services Department has the most up-to-date, current, and relevant information to complete the job at hand in the most efficient and highest quality manner.

  • Know, understand, explain, and enforce the Service Department’s Policies and Procedures
  • Monitor lower tier technicians to ensure escalation proceeds as defined by the Escalation Procedures
  • Train, coach, and mentor lower tier technicians with the desire to build their skills, understanding, and confidence as support technicians
  • Execute special projects and ensure the customer receives the highest quality of service with the quickest possible results
  • Demonstrate a desire for continued growth, and up-to-date skillsets, through study, experience, and certifications
  • Take initiative and lead on installations and service calls; take ownership and take pride in the quality of work
  • Be the decision maker on installations
  • Have solutions before bringing up a problem with management or sales
  • Installation of workstations, servers, routers, switches and other networking components
  • Perform scheduled maintenance on servers, workstations and network equipment
  • Perform data migrations from existing environments to new server environments
  • Other duties as assigned
  • Perform technical support and basic administration for Windows Servers, Exchange servers, O365 and Desktop operating systems across multiple customers’ platforms.
  • Monitor and troubleshoot client backups.
  • Workstation and peripheral diagnostics and support
  • Escalate customer issues through the proper channels
  • Manage cases according to defined severities and case priorities
  • Clearly document support issues and all steps performed in the Service Management ticketing system
  • Monitor trends from reported client cases to isolate possible chronic issues for software, workstation, server or network infrastructure that indicate failing hardware or software corruption
  • Update cases and communicate with clients daily or as required until issue is closed.
  • Be held accountable for measurable objectives including ticket touches, ticket closures, time to resolve among others
  • Cultivate close working relationships with assigned clients’ Point of Contacts and User Base; attend regular calls with customers to review issues
  • Attend ongoing training sessions in core areas of the business
  • Bachelor’s degree (BA/BS) from an accredited 4-year school is a plus
  • Minimum of 2 years of experience working on a technical helpdesk or equivalent Network administration role in supporting large customer base
  • Minimum of 2 years of experience in software and hardware troubleshooting on laptops, desktops, servers and network equipment
  • Experience with Service Management tools, such as ConnectWise, ServiceNow, ManageEngine
  • Experience with scripting and task automation tools, such as PowerShell, WIM scripting
  • Experience administering Microsoft O365, Active Directory, Azure Cloud Services
  • Experience with firewalls, such as Cisco, Meraki, SonicWALL and WatchGuard
  • Experience with VMWare ESX hosts and vSphere Client for administration
  • Experience with remote solutions, such as Remote Desktop Connection, Terminal Server and VPN
  • Experience with VOIP services
  • Experience with Apple Hardware and MAC OS X
  • Experience with enterprise mobile devices and MDM services like MS Intune, MobileIron
Knowledge, Skills and Abilities
  • Attend ongoing training sessions in core areas of the business
  • Highly customer focused with ability to provide consistently excellent customer service and professionalism
  • Excellent written and verbal communication skills
  • Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environment
  • Must be dependable and able to work both individually and in a team environment
  • Must have competent knowledge of DNS, DHCP, IP, SMTP, FTP, HTTP, and HTTPS protocols and LAN networking/distributed computing environments (client/server)
  • Working knowledge of Windows Server and advanced knowledge of Active Directory Group Policies and Replication
  • Possesses ability to work in fast-paced and challenging environment troubleshooting
  • Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environment
  • Working knowledge of common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications

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AIS, North Meridian Street, Indianapolis, IN