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Level 2 Support/Network Administrator

evel 2 Support/Network Administrator will provide remote and onsite support for PCs, networking equipment, servers, firewalls, and desktop software for a variety of diverse small to medium-sized organizations. This position will also be the second level escalation point for difficult-to-solve issues. The candidate should expect and not be opposed to performing a wide variety of IT support ranging from simple desktop and peripheral support to complex server and network issues, as dictated by client request and company workload. Candidates must also be willing to work directly with all types of clients and internal staff, from technical to the very non-technical, and be ready to act as a mentor to level 1 technical staff.   The Level 2 Support/Network Administrator will also assist on projects as needs dictate and will also drive completion of project deliverables on his/her own as needed. They are also responsible for assisting in the maintenance of the design and integrity of the internal systems, including customer-facing hosted and cloud environments.   Responsibilities IT Support relating to issues with the internal systems and network infrastructure Support services for Microsoft technologies: Windows Server, Exchange, SQL, SharePoint, etc. Support services for virtualization technologies: VMware, Citrix and Microsoft Technical support at the network level: WAN/LAN connectivity, routers, firewalls, and security Administer hosted & cloud solutions for customers with technologies that meet their needs Implement and support disaster recovery solutions Remote access solution support: VPN, Terminal Services, Citrix, and/or RemoteApp Assist in the monitoring and maintenance of remote monitoring and management (RMM) system alerts/notifications, and respond via service tickets Contribute to the documentation of maintenance for all computer systems and network infrastructure Communicate with customers, keep them informed of incidents, changes, or planned outages Keep leadership aware of issues that require escalation and escalate items in a timely manner Assist in the documentation and improvement of internal processes and procedures Maintain time/expense entries, complete training, scheduled dispatches, projects,  and tickets Review IT publications and online materials to stay up-to-date on current/future technologies   Non-technical Job Requirements: Ability to work in a team and communicate effectively (i.e. strong written, verbal and interpersonal skills) Ability to work at a high level independently, utilizing other resources with good judgment Must demonstrate high initiative and ownership of issues Must demonstrate strong attention to detail and work ethic Must keep the image and reputation of the company in mind during customer exchanges Must be a leader and set the example both technically and professionally within the team Must demonstrate polished customer and relationship management skills Must demonstrate excellent time management skills Ability to make customers feel positive about their support experience regardless of outcome Ability to follow internal procedures and reliably perform real-time ticket documentation Ability to work assigned projects from start to finish and escalate issues in a timely manner Ability to maintain our official office hours of 8am-5pm, as well as any late workdays that are typical with IT positions from time to time Ability to participate in a rotating “on call” schedule Ability to effectively diagnose and troubleshoot technical issues Driven to pursue continuous education, certification and self-improvement Willingness to undergo a technical skills assessment test and online behavioral assessment Willingness to work from our office in Fort Lauderdale, FL and travel to clients sites Availability for Adhoc technical projects and duties as needed by the business   Technical Job Requirements: 3+ years professional experience in supporting, and at least 1 year professional experience acting as an escalation point for the following: TCP/IP, Virtualization, network connectivity and networking equipment for both LAN and WAN topologies, including: routers, managed switches, VLANs, WLANs, NAT, firewalls Microsoft Windows XP/Vista/7, Microsoft Outlook, Office Suite, Office 365 Suite Microsoft Exchange (2000-2013) and Microsoft Server (2000-2012, including SBS) Familiarity with various Antivirus software packages Familiarity with remote access solutions: Teamviewer, VNC, etc. 1-2 years of Unix or Linux experience (any variety is acceptable) Microsoft Active Directory setup, and administration Understanding of support tools, techniques, and how technology is used to provide IT services Prior experience in an MSP environment is highly desirable Server hardware and related tech: RAID, iLO, DRAC, baremetal restores, backup methods Internet-related technologies, including: DNS, registrars, SSL, webhosting providers Possess a “knowledge base” of best practices, problem resolutions for each of the above-mentioned technologies Labtech RMM or similar RMM experience strongly preferred ConnectWise experience or similar PSA experience strongly preferred     Education and Certification Requirements: High School Diploma or equivalent Bachelor or Master’s Degree in Information Technology or Computer Science preferred Required Certifications: CompTIA Network+ and A+ Microsoft MCP, MCSA, or MCS Certification or equivalent technical ability and experience SonicWall CSSA, Cisco CCNA VMware VCP, Citrix CCEA or CCIA Microsoft MCTS: Windows 2008-2012 MCITP: Enterprise Administrator   Benefits & Compensation: Salary is commensurate with experience.  

Bell Gardens, California