Solace IT Solutions located in Kernersville, North Carolina is seeking a skilled and motivated Level 2 MSP Field Technician to join our dynamic team. The ideal candidate will be responsible for providing on-site and remote technical support. As an onsite tech your primary responsibilities include installing, modifying, making major repairs to our customer’s computer hardware and software systems, and providing technical advice and support to system users while onsite at customer location. This role also involves handling help desk tickets and participating in various projects to ensure our clients’ IT systems are running smoothly and efficiently. Additionally, this individual will be required to work on a rotating on-call schedule from Monday-Sunday for after-hours support.

Job Duties

• Manage and resolve remote help desk tickets in a timely and efficient manner

• Manage/troubleshoot Microsoft Office 365

• Work with third party software programs/vendors to troubleshoot issues

• Load appropriate software packages such as operating systems, networking components, office applications and line of business apps

• Provide onsite technical support by performing installation, repair, and preventative maintenance of workstations and related software/hardware

• Install hardware such as monitors, keyboards, printers, and disk drives.

• Setup/troubleshoot network devices, including but not limited to, iPads, scanners, AP's, label maker and printers

• Manage basic IP based phone systems

• Manage AD, network share and NTFS permissions

• Coordinate with clients and client coordinator for onsite scheduling

• Required to participate in a rotating on-call schedule from Monday-Sunday for after-hours support

• Keep track of time entries on tickets with accurate records of client interactions and documentation for all work performed

• Ensure equipment used at customer’s site is properly noted in ticket to be billed

• Provide updates, status, and completion information to manager and/or users

• Follow all checklists that are applicable for a ticket/circumstance

• Perform responsibilities in accordance with all company standards, policies and procedures

• Maintain Confidentiality with regards to the information being processed, stored, or accessed by the end-users on the network.

Technology

• Autotask PSA

• Datto RMM

• Microsoft Office 365 Administration

• Windows Server 2008, 2012, 2016, and 2019

• Windows 7, 8, 8.1, 10 and 11

• Windows Defender

• AVG Secure Cloud

• Microsoft SQL

• Cisco Meraki Firewall, Switches and Access Points

• Ubiquity

• Netgear switches

• Fortinet

Networking Technologies including but not limited to:

• Concepts of routing and switch

• Wireless config concepts

• DHCP Administration from Network devices

• Knowledge of traffic flow concepts from end users to the public internet

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and listen. This position requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position, and hours of work and days are Monday through Friday in office, 8:00 AM to 5 PM with a rotating on-call schedule for after-hours support from 5:00 PM to 9 PM.

Work Values

• Maximize client satisfaction by delivering high quality technical support and solutions

• Optimize IT infrastructure by diagnosing and resolving hardware and software issues

• Revolutionize client experiences by implementing innovative technology solutions

• Harmonize team efforts by collaborating with the help desk and project teams

• Materialize project goals by contributing to the successful completion of IT projects

We offer:

HSA Health Insurance

Dental

Vision

Short-and Long-Term Disability

Life Insurance

401K Match

Paid Time Off (PTO)

Solace IT Solutions

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Level 2 IT Managed Services Field Technician