Job Description: We are seeking a highly skilled and experienced Level II Technician to join our dynamic team. The ideal candidate will have a strong background in IT support, troubleshooting, and customer service, with a focus on delivering timely and effective solutions to our clients.

Responsibilities:

1. Technical Support: Provide Level II/Level III technical support to our clients, including troubleshooting complex issues, diagnosing hardware and software problems, and implementing effective solutions.

2. Network Infrastructure: Design, implement, and maintain network infrastructure solutions, including LAN, WAN, VPN, and wireless networks. Perform network upgrades, installations, and configurations as needed.

3. Server Administration: Manage and maintain server environments, including Windows Server, Linux, and virtualization platforms such as VMware and Hyper-V. Install, configure, and troubleshoot server hardware and software.

4. Security: Implement and maintain security measures to protect client networks and data, including firewalls, antivirus software, and intrusion detection systems. Conduct security audits and vulnerability assessments as needed.

5. Backup and Disaster Recovery: Develop and implement backup and disaster recovery plans to ensure the integrity and availability of client data. Monitor backup systems and perform regular testing to verify data recovery capabilities.

6. Documentation: Create and maintain detailed documentation of client systems, configurations, and procedures. Ensure documentation is kept up-to-date and accessible to team members.

7. Customer Service: Provide exceptional customer service and support to our clients, ensuring prompt resolution of issues and effective communication throughout the support process.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field preferred.

• 3+ years of experience in a technical support role, preferably in a Managed Service Provider environment.

• Strong knowledge of networking concepts and technologies, including TCP/IP, DNS, DHCP, VLANs, routing, and switching.

• Experience with server administration, including Windows Server, Linux, Active Directory, and Group Policy.

• Familiarity with virtualization technologies such as VMware vSphere and Microsoft Hyper-V.

• Excellent troubleshooting skills and the ability to analyze and resolve complex technical issues.

• Strong communication and interpersonal skills, with the ability to interact effectively with clients and team members.

• Industry certifications such as CompTIA Network+, Microsoft Certified Systems Engineer (MCSE), or Cisco Certified Network Associate (CCNA) preferred.

Benefits:

• Competitive salary

• Health, and vision insurance

• Retirement savings plan

• Paid time off

• Training and certification opportunities

• Career advancement opportunities

Tera Technology Group

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Tera Technology Group | IT Technician- Level II (MSP) | wilmington, nc